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Support Technician II
4 months ago
Support Technician II (on-site)
Ziosk is revolutionizing the $472 billion restaurant industry by providing a suite of solutions powered by our enterprise grade software stack that serves casual dining, fast casual, polished casual and QSR restaurants. Initially known for the Ziosk Original tableside tablet, the Ziosk Platform now includes Ziosk Virtual, Ziosk Pro Server Tablet, Ziosk Mini and Ziosk Tether, all designed to bring convenience, safety, and operational efficiency to the restaurant.
The Support Technician II will provide customer facing support for the Ziosk solution, including but not limited to, Windows servers, WiFi networking, remote site connectivity and custom built Ziosk software. An ideal candidate should have a solid understanding of Windows Server technologies and network fundamentals. This position requires strong troubleshooting skills and an ability to effectively identify the problem, determine the impact of the issue and provide the best steps to resolution. This individual will adhere to established troubleshooting procedures for this position serves as primary interface between Ziosk and its clients for incident resolution.
Responsibilities
- Approach all support cases with a customer first attitude.
- Troubleshoot incidents with point-of-sale systems and other Ziosk platforms
- Troubleshoot Windows Server incidents, WiFi and network connectivity incidents
- Act as frontline technical support and response for incoming queries and issues related to Ziosk systems, software, and hardware using the various Ziosk support tools.
- Prioritize and manage service requests received via e-mail, phone, management tools and other methods of communication.
- Write support related documentation and knowledge base articles.
- Assume ownership of support cases and ensure closure.
- Proactively contact customer sites as needed to resolve issues discovered through various monitoring tools.
- Utilize various error reporting facilities and logging to analyze, determine, and resolve issues.
- Work directly with Ziosk customers to perform root cause analysis.
- Install, modify, and repair Ziosk software and hardware as needed, training will be provided.
- Proactively interact with cross functional departments as needed to bring closure to open issues.
- Adhere to documented metrics and key performance indicators.
Qualifications
- 3+ Years' experience working on a "Server Side" technical support team in a corporate environment.
- Customer service experience with CRMS or ticketing systems.
- Working knowledge of Office 365 Support
- Strong knowledge of Windows Servers technologies
- Intermediate knowledge in networking technologies
- Professionally interact with client’s Restaurant Management at all levels. Ability to explain technical knowledge and solutions for all to understand and succeed.
- Strong troubleshooting skills
- Must be a strong problem solver
- Excellent verbal and written communication skills
Ziosk is an Equal Opportunity employer offering competitive benefits and compensation. Candidates must be eligible to work in the U.S. and be able to commute daily to North Dallas. No agencies or third party recruiters, please.
