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Job Location: Aventura, FL
The Systems Support Analyst's role is to provide end user support to restaurant system users (including troubleshooting system failures and providing instruction on application usage to accomplish business tasks. The Systems Support Analyst will assist in the design, implementation and ongoing enhancement of all restaurant systems including authoring user guides, training materials, and technical references in support of implementation.
Specific Job Duties
Install & Configure restaurant systems ranging from POS and Databases, to Server and Terminal Hardware.
Perform system version upgrades and perform smoke tests to validate upgrades.
Provide end user support to restaurant system users and resolve system issues.
Coordinate restaurant remodels with Construction department resources to ensure minimal impact to restaurant systems and operations.
Maintain the restaurant systems knowledge base (i.e.; Post software updates, drivers, technical solutions, and FAQ resources) on SharePoint to assist in problem resolution.
Review technical/design specifications and configure POS menu changes.
Propose functionality improvements to systems and processes.
Research, analyze, and implement changes required to satisfy PCI compliance.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems.
Resolve Tickets using Remedy helpdesk solution software Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
Identify and learn appropriate restaurant systems used and supported by the organization.
Participate in the design, development, and delivery of restaurant system training programs and individual classes.
Provide support for the testing of new and existing software applications under development or consideration for purchase.
Perform preventative maintenance, including but not limited to, the installation of service packs, patches, and hot fixes.
Apply diagnostic utilities to aid in troubleshooting.
Other duties as assigned
AA degree in the field of computer science, information systems, or related field and/or 2+ years equivalent work experience.
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
In-depth knowledge of Windows 7 embedded and Windows Server 2012 Windows 2008R2 operating systems.
Basic knowledge of networking principles including protocols, diagnostic tools and command line utilities (ping, tracert, etc).
In-depth knowledge, hands-on experience with installation and configuration of POS systems on hardware and software levels. NCR Applications
Knowledge of PCI compliance requirements preferred
Restaurant experience preferred.
Excellent written, oral, interpersonal, and presentational skills.
Highly self-motivated and directed.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Very strong customer service orientation.
Ability to provide end-user training to large groups of users in a concise and straightforward manner.
Experience working in a team-oriented, collaborative environment.
To perform the job successfully, an individual should demonstrate the following competencies:
Business Acumen - Employs analytical, critical thinking, and problem solving skills; plans and efficiently organizes work, appropriately seeks, manages, integrates and interprets data. Able to prioritize work and make sound decisions using available data. Exercises good judgment and is committed to excellence and operational integrity.
Collaboration & Customer Relationships - Understands the value of diverse talents and perspectives and encourages diversity of thought and ideas. Is always professional when dealing with internal and external customers. Works through differences and finds a productive common ground with others to achieve mutually beneficial results. Has a strong sense of customer service.
Functional Expertise - Achieves success through a comprehensive knowledge of industry and business as it relates to position. Applies creative solutions resulting in internal and external customer satisfaction. Demonstrates initiative and is accountable for own actions and decisions.
Communication Skills - Has good verbal and written skills; is effective when communicating with peers and superiors as well as with customers and others outside the company. Expresses opinions and ideas concisely. Encourages two-way communication.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Certificates and Licenses:
Up to 10% travel between restaurants for training and installation as required.
Work Environment/Physical Demand:
The work environment and physical demands are representative of those an employee encounters while performing the essential functions of this job within an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Some lifting of moderately heavy objects of up to 25 lbs. The noise level in the work environment is usually moderate. While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle, feel, or hear. The employee is occasionally required to stand; walk, stoop and reach with hands and arms.
Occasional evening and weekend work may be required to meet deadlines. Required to participate in on-call support rotation.