Store Support Analyst - L2

at  Zaxbys

The Zaxbys Support Center is looking for an L2 Store Support Analyst to join the IT Restaurant Systems team. The Restaurant Systems L2 Support Analyst is an individual contributor on the Restaurant System Help Desk team. He/she will drive issue resolution with a mentality of lets never receive this issue again focusing on root cause analysis and implementing solutions to reduce and eliminate recurrence. This position provides 4 types of support:
1) Level 1- Level 3 Support of Zaxbys specific applications including Zaxbys digital stack. This includes identifying ongoing improvements to reduce incident counts and improve resolution speeds.
2) Level 3 support of escalated problems from vendors level 2 help desk. This includes developing ongoing documentation to enhance level 2 support going forward.
3) Proactive and Reactive escalation of issues acting as a coordinator to resolve complex cross vendor issues.
4) Level 1 support for Corporate Store infrastructure
At times, this person provides testing of new implementations for broadband access, firewall implementation by approved data security vendors, and overall system integrity; reviews monthly Help Desk reports from vendors to analyze trends; reviews call logs from POS Vendors to determine priority issues.
As we continue to grow, our strategies have set us up for success to be the top offering in
Chicken Fingerz, Boneless Wings and Zalads. Wed love to have you as part of our team!
This position is based in Atlanta, GA and allows for a hybrid work schedule that includes 3 in-office days per week.
Benefits Include:
Medical, Dental and Vision insurance
Company-paid Short and Long-Term Disability insurance
Company-paid Basic Life and Critical Illness insurance
401K participation
50% off meal discount at company-owned locations
Child Care Assistance Plan
Education Assistance Program
Parental Leave
PTO and Company Holidays

QUALIFICATIONS

Advanced functional and technical knowledge of PAR POS preferred
Desktop support skills and restaurant systems experience
Strong and extensive capabilities to perform troubleshooting for computer applications
Ability to communicate effectively to coworkers and supervisors
Open minded and creative to provide new suggestions and proposals
Eagerness to learn new skills and technologies
Expected to handle stressful situations with tact, respect, and patience
Must be able to consult with restaurant staff via phone

EDUCATION AND EXPERIENCE GUIDELINES

Education: Bachelors degree or IT certifications in related field of study; OR equivalent combination of education and experience
Experience: 1+ years of work experience related to desktop support and/or restaurant systems; experience with PAR POS system desired; basic coding knowledge and SQL experience preferred
Zaxbys Franchising LLC is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state or local law.
Brand: Zaxby’s
Address: 1001 Summit Blvd NE Atlanta, GA - 30319
Property Description: 3 - ZFL Headquarters - Atlanta
Property Number:

Please refer the Job description for details