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Information Technology
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FRA0E9 Requisition #
The Sr. Support Analyst 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.
 
ESSENTIAL FUNCTIONS
 
May perform any or all of the following duties:
Creates documentation that includes procedures and techniques to reference during troubleshooting
Manages escalations, 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 
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 

QUALIFICATIONS
Must possess seven (7) + years of any combination of experience and/or education that demonstrates a commanding knowledge of high level technical support, Point-of-Sale knowledge
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
WORK ENVIRONMENT
Corporate office & in-restaurants:  fast paced, high volume of activity, fast-paced and deadline-driven
PHYSICAL DEMANDS
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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