Support Desk Agent - Level 3

Support Desk Agent - Level 3

Level 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.

Heres what we need:

At Torchys, our goal is to embrace advancements in technology to equip our business to be people led! Were looking for a Support Agent that will be focused on administering and providing expertise and support to our Team Members and restaurants.

What youll 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-SOheres what youll need:

Minimum Qualifications

? Bachelors 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.).