Store Support Analyst - L2

The Zaxby's Support Center is looking for an L2 Store Support Analyst to join the IT Restaurant Systems team. The Restaurant Systems L2 Support Analyst is an individual contributor on the Restaurant System Help Desk team. He/she will drive issue resolution with a mentality of "let's never receive this issue again" focusing on root cause analysis and implementing solutions to reduce and eliminate recurrence. This position provides 4 types of support:
1) Level 1- Level 3 Support of Zaxby's specific applications including Zaxby's digital stack. This includes identifying ongoing improvements to reduce incident counts and improve resolution speeds.
2) Level 3 support of escalated problems from vendor's level 2 help desk. This includes developing ongoing documentation to enhance level 2 support going forward.
3) Proactive and Reactive escalation of issues acting as a coordinator to resolve complex cross vendor issues.
4) Level 1 support for Corporate Store infrastructure
At times, this person provides testing of new implementations for broadband access, firewall implementation by approved data security vendors, and overall system integrity; reviews monthly Help Desk reports from vendors to analyze trends; reviews call logs from POS Vendors to determine priority issues.
As we continue to grow, our strategies have set us up for success to be the top offering in
Chicken Fingerz, Boneless Wings and Zalads. We'd love to have you as part of our team!
This position is based in Atlanta, GA and allows for a hybrid work schedule that includes 3 in-office days per week.
Benefits Include:
• Medical, Dental and Vision insurance
• Company-paid Short and Long-Term Disability insurance
• Company-paid Basic Life and Critical Illness insurance
• 401K participation
• 50% off meal discount at company-owned locations
• Child Care Assistance Plan
• Education Assistance Program
• Parental Leave
• PTO and Company Holidays
ESSENTIAL JOB FUNCTIONS
Essential duties may include but are not limited to the following:
• Support and maintain existing systems within the restaurants that include PAR POS Systems, Drive-thru Timers, Web-based Reporting Systems, Web-based Food Cost & Inventory Control Solutions, Labor tools, Interfaces, Credit Processing, and many other supporting applications
• Resolve technical problems via telephone, electronic submission, and remote control software; all calls are input into an ITSM based system - prompt response times are expected
• Review call/ticket logs from POS Vendors to determine priority issues; troubleshoot problems or work with vendors to address root cause
• Promotes root cause issues requiring advanced development or procedural updates to team lead and Help Desk manager for further development.
• Coordinate with vendors to ensure timely repair or replacement of hardware components covered by third-party maintenance agreements
• Assist vendors with system implementations, replacement of hardware, and configuration
• Train operations department Opening Teams and Operations Consultants on new enhancements to POS systems, Drive-thru Timers, and new technologies added to the restaurants
• Provide updates to user manuals required for operational training
• Train Operations personnel on new, enhanced, or updated applications
• Participate in application testing for deployment to restaurants
• Expected to handle stressful situations with tact, respect, and patience
QUALIFICATIONS
• Advanced functional and technical knowledge of PAR POS preferred
• Desktop support skills and restaurant systems experience
• Strong and extensive capabilities to perform troubleshooting for computer applications
• Ability to communicate effectively to coworkers and supervisors
• Open minded and creative to provide new suggestions and proposals
• Eagerness to learn new skills and technologies
• Expected to handle stressful situations with tact, respect, and patience
• Must be able to consult with restaurant staff via phone
EDUCATION AND EXPERIENCE GUIDELINES
• Education: Bachelor's degree or IT certifications in related field of study; OR equivalent combination of education and experience
• Experience: 1+ years of work experience related to desktop support and/or restaurant systems; experience with PAR POS system desired; basic coding knowledge and SQL experience preferred
Zaxby's Franchising LLC is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state or local law.