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Form of workLevel 3 Support Agent
The Torchy's legacy began in Austin, Texas in 2006 with an idea, a dedicated executive chef and a food trailer to now operating in dozens of locations across multiple states. OUR MISSION: Be Damn Good. OUR VISION:
Serve people the best damn tacos. OUR WHY: Passion. OUR MOTTO: Devil is in the details.
Here’s what we need:
At Torchy’s, our goal is to embrace advancements in technology to equip our business to be people led! We’re looking for a Support Agent that will be focused on administering and providing expertise and support to our Team Members and restaurants.
What you’ll be doing:
Administer, provide expertise, and support with an emphasis on SharePoint, Team, Microsoft Azure, Office 365, Microsoft Phones, and SSO
Troubleshoot, identify the root cause and resolve technical issues
Communicate updates to users that have been or may be affected by a problem
Utilize help desk tracking software to present recommendations and improvements for user systems
Initiate onboarding procedures for new users into the system
Ensure response times are quick and effective to appropriately resolve requests
Coordinate referrals to technical, professional or service personnel depending on the repair, training, service or software issue
Resolve internal customer IT issues and delivers results in an efficient and timely manner for a Customer-first and results orientation
Assist other IT staff in various IT projects, as needed
Perform POS maintenance: printer updates, menu changes, price and category management
Escalation point for advanced troubleshooting
A successful Level 3 Support Agent will:
Be an ambitious self-starter who acts with a sense of urgency
Have great organization and time-management skills
Have strong deskside support skills
Have experience with performance analysis, troubleshooting, and remediation techniques
Have excellent verbal and written communication skills
Meet deadlines under pressure
Demonstrate outstanding critical thinking and analytical skills
Flexibility to rotate on call shifts
Travel:
Remote based position - The ideal candidate will live in DFW, AZ, Houston areas with availability to work from Tuesday-Saturday from 3pm-12am.
QUE-SO…here’s what you’ll need:
Minimum Qualifications
Bachelor’s degree in information technology or related field and 4-6 years of relevant work experience OR equivalent work experience
Restaurant experience a plus
US work authorization
Preferred Qualifications
Strong understanding of networking, identity management, monitoring, logging, vulnerability management, public and private DNS
Experience providing expert-level support and tech-savvy with elevated knowledge of software and hardware, including the following:
o Microsoft Office 365
o Apple iPads
o Epson receipt printers
o Windows Operating Systems
o Proficiency in PC Systems and related software
o Familiarity with basic networking concepts
o Video Conferencing (Team, Google Meet, Zoom)
o VoIP
Physical requirements:
Ability to meet the physical requirements of daily tasks with or without reasonable accommodation (Must be able to type for long periods of time, ability to stand/sit for long periods of time, must be able to lift 15lbs, etc.).
