Information Technology
ANA00B Requisition #
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The Support Analyst III is responsible for serving as a SME (subject matter expert) of the POS (point-of-sale) system and related hardware and software.  This role also documents and troubleshoots complex problems and provides complete solutions to ensure a high level of customer satisfaction.


May perform any or all of the following duties:

  • Creates documentation that includes procedures and techniques for the Level I & II (off-shore) Support Analysts to reference during troubleshooting
  • Manages escalations from Level I & II Support Analysts, resolves high level technical issues and creates knowledge-based articles for department reference
  • Performs on-site installations, field services and trainings at restaurant locations
  • Maintains open and positive communications with clients, extended team members and management
  • Maintains up-to-date skills required for all POS hardware and software
  • Installs POS systems, including running cable in ceilings and installation of components
  • Demonstrates excellent oral and written communication skills; communicates effectively with various contacts (internal and external)
  • Consistently exercises independent judgment and discretion in matters of significance
  • Attends seminars and completes other training to remain current on industry trends
  • Participates  in company meetings, webinars and conference calls
  • Performs other duties and/or special projects as assigned in response to changing business conditions and/or requirements 

  • Must possess approximately three (3) to four (4) years of any combination of experience and/or education that demonstrates a commanding knowledge of high level technical support
  • BA/BS Degree preferred
  • Microsoft A+ certification is strongly preferred
  • Must have an in depth understanding of how to manipulate and troubleshoot hardware and software issues in order to determine a resolution
  • Must be available as needed to work rotational emergency on-call duties – restaurants operate 24x7x365
  • Must have excellent customer service skills and the ability to establish strong working relationships with internal and external partners
  • Must display strong analytical and organizational skills and have the ability to identify and implement process improvement strategies with positive business results
  • Must have strong work ethics and a high level of confidentiality to ensure proper handling of sensitive information
  • Corporate Office, restaurant environment fast paced, high volume of activity and a deadline driven environment
  • Sitting for extended periods of time, using telephone, typing and/or operating a computer and/or mouse
  • Travels as needed approximately twenty-five (25) %

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