Analyst, End User Support at Inspire Brands in Canton, Massachusetts

Job Description:

Opportunity for outgoing, driven individual to provide a phenomenal customer experience. This position will be responsible for customer service and technical support.

RESPONSIBILITIES

• Responsible for providing end user support and software, hardware, and network assistance. Equally comfortable supporting either Windows or Mac OS


• Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems


• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network


• Triage Level II and Level III trouble tickets


• Collaborate with development staff to recreate problems in the test environment


• Verify with the customer that the issue has been resolved and update the ticketing system


• Documents, tracks and monitors the problem to ensure a timely resolution


• Interface with infrastructure, database, and development personnel on escalations


• Communicate plan, progress, and solve issues in a timely manner


• Actively contribute to ongoing process improvement


• Ability to complete multiple simultaneous projects in a timely manner


• Analyze and identify trends for devising preventative solutions


• Mentor other help desk personnel on hardware and software problem analysis and resolution


• Recognize, analyze, and know when to escalate high-complexity issues to the Application Support team, while providing supporting analysis artifacts


• Install, configure, and maintain desktop, VM/laptop PCs and peripherals such as printers


• Install and configure applications, operating systems, software, and upgrades


• Troubleshoot and repairing complex hardware and network connectivity issues


• Remove old equipment and perform data migration to new machines


• Assisting with the successful execution of all corporate-wide A/V presentations while maintaining the availability and functionality of the A/V equipment


• Resolve complex hardware maintenance issues including cell phone, telephone, Internet\intranet connectivity (via satellite, DSL, cable modem and /or ISDN), laptop, desktops, A/V Displays , point of sale, kitchen display systems, back office servers and attached peripherals


• Provide support for external helpdesk(s), field service organization(s) and Brand specific Technology groups with application support and maintenance management


• Wireless/wired networking and VPN support for corporate and field-based users in multiple locations


• Printer support for network printers and field based multi-function devices, including network connectivity, software installation, minor repair and vendor management for major repairs


• User account management and troubleshooting in Active Directory, and Voicemail system


• Log all hardware and software on any desktop, laptop, server, PDA and\or peripherals. Ensure that appropriate asset tracking software is regularly run against any asset maintained by technician


• Log consumable inventory used by customer base, including completion of change inventory forms for all requested consumables by any customer


• Perform other duties or special projects as assigned

EDUCATION AND EXPERIENCE QUALIFICATIONS

• Four year degree - preferred


• 2 - 4 years of related experience in a Microsoft Server environment

REQUIRED KNOWLEDGE, SKILLS or ABILITIES

• A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization


• Must be a self-motivated professional who is dedicated to assist the customer in a tactful manner, even in the most stressful of circumstances.


• Proven skills in technology troubleshooting


• Able to function effectively in a fast-paced team environment


• Quick to learn new systems and products


• Medium to high-level Microsoft Office 365 computer skills


• Extensive Microsoft Outlook knowledge


• Medium to high-level of Windows 10 knowledge


• Medium to high-level of Mac OS knowledge


• iPhone, iPad, Droid phones, Microsoft Surface and Tablet Support experience a huge plus


• Stays current on technology trends and passionate about technology


• After hours support on a rotational basis

Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin', Jimmy John's, Rusty Taco and SONIC Drive-In restaurants worldwide.

We're made up of some of the world's most iconic restaurant brands, but we're much more than just a restaurant company. We're a team of hundreds of thousands who individually and collectively are changing the way people eat, drink and gather around the table.

We know that food is much more than a staple-it's an experience. At Inspire, that's our purpose: to ignite and nourish flavorful experiences.