IT Field Services Technician

Burger King | Ghai Management - Salinas, CA3.5

Full-time
Description
Provide onsite and remote IT support for technology in restaurants. Ensures IT issues are addressed, resolved, escalated, communicated and tracked while focusing on extraordinary customer service.

Main Accountabilities

In addition to following the company’s policies and procedures, principal accountabilities include, but are not limited to:

Providing tier 1 & 2 IT hardware, software, telephony, and connectivity support to restaurants
Respond to incoming requests and tickets (e.g., Service Management tools, e-mails, dashboard alerts, chat, telephone calls, voicemail, or onsite) and accurately identify, diagnose and resolve requests and tickets within established SLA standards.
Escalate requests and tickets as appropriate.
Update requests and tickets within the call logging software meeting or exceeding established SLA standards.
Ownership of the health, functionality, and stability of technology within assigned restaurants.
Plan and coordinate onsite visits to restaurants for proactive maintenance and reactive break-fix issues per established SLA.
Prioritizes and plans work activities. Uses time efficiently.
Support Third Party partners performing repairs in existing restaurants and installs of IT systems at new restaurants and remodels
Support Service Design through the creation and maintenance of documentation for standard Technical Support policies, procedures, and practices.
Support Asset Management process by tracking, reporting, and monitoring asset status as required; including tracking of equipment replacements and validating current state of assets via organizational asset intelligence tools
Serving as liaison to various departments to provide assistance and access to information from a restaurant
Support projects including but not limited to rollouts and upgrades.
Exhibit strong work ethic and responsible behavior and must maintain the confidentiality of information at all times. Compliance with external regulations (PCI, SOX, etc.) and internal standards.

Qualifications:
Education/Training

A.A. in Computer Science or an equivalent in education and experience

Knowledge/Skills

Software, hardware, telephony and connectivity problem solving
Strong customer service
Strong organizational skills and ability to prioritize work to meet deadlines.
Strong written and verbal communication skills including documentation and communication of status to end users, vendors, and team members
Ability to adapt to changes in the work environment, manage competing demands and change approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.
Ability to focus on objectives while being detail-oriented
Ability to work independently

Work Experience

Two years of experience with IT support responsibilities
Working knowledge of multi-unit restaurant hardware configurations and software applications and/or supporting or deploying Point of Sale systems preferred
Experience effectively collaborating with other functions (e.g., executives, facilities, operations, and external partners).
Experience working in a remote capacity

Requirements

Extensive travel, up to 75%

Valid Driver License

Typical Working Conditions

Conditions include working inside, working around machines with moving parts and moving objects, radiant and electrical energy. Occasionally lifting machines, or boxes weighing up to 50 pounds.

Working closely with others and working alone

Working irregular hours, including evening and weekend work.

$15-$20 hourly, depending on the experience.

Brand: Burger King
Address: 909 South Main Street Salinas, CA - 93901
Property Description: 1803 - 909 South Main Street, Salinas, CA 93901
Property Number: 1803