IT Field Support Specialist

The IT Field Technician is responsible to provide technical support and assistance to our Restaurant Team Members with hardware, software, and technical problems. Technicians generally work directly with the end user and must effectively communicate answers in a way the Team Members can understand. Technicians will also be working with Dunkin IT Departments to get issues resolved.

 

 

Description of Responsibilities

• Troubleshoot any POS/Technical issue with Restaurant Team Members and Dunkin IT over the phone or via Ticketing System
• Ensure end user satisfaction through effective communication and first-time resolution
• Create, update and maintain IT knowledge base articles
• An ability to quickly adapt to new technology to ensure immediate support and serviceability.
• On-call status for emergency issues.
• Ability to work with and keep confidential information
• POS Printers, Windows 10, Office365, Cisco Switches and Firewalls, PC Imaging, Laptop, iPad Troubleshooting
• Proactive and Reactive Visits to all Restaurants
• Urgent Dispatches if Geographical possible
• Coordinate and support installation of new technologies including drive-thru timers, order confirmation boards, security systems, and office networking.
• Resource for Accounting and Marketing to gather data for accounting processes, marketing programs, and key performance indicators.
• Work with accounting to ensure the POS systems are processing credit cards timely and accurately and that all funds are received timely.
• Ensure company meets PCI compliance guidelines and standards
• Manage relationship with restaurant telephone support vendor including all internet functionality.
• Manage the rollout and integration of new technology and software projects including maintaining restaurant and vendor timelines.
• Coordinate new menu items and pricing programming with Operations and Marketing.
• Manage vendor interaction with District Managers and restaurants, intervene when necessary.
• Manage the installation of all technology and database implementation at new restaurant openings. 
• Contact and coordinate all software and hardware vendor support requests for defective products. Other duties as assigned by IT Management.