Psc Technical Support Analyst, Client Services

5 months ago

Richmond, Canada Boston Pizza International, Inc. Full time

**Summary**:
Reporting to the **Senior** **Support Manager**, **Client Services **the PSC Technical Support Analyst is responsible for providing technology support for all Boston Pizza restaurants, business management units, and corporate offices. This position involves 24/7 helpdesk support, menu programming, project research, and project deployments. The role is mainly a helpdesk support role with additional escalation duties that provides support to PSC help desk technicians, as well as support for store hardware and software technologies. Must have a good understanding of all store systems to ensure timely problem resolution and to minimize service interruptions.

**Duties and Responsibilities**:

- Provides escalation support to POS Solution Centre technicians.
- Coordinates and follows up on technical support issues with suppliers.
- Responsible for supporting third party vendors and partners with store hardware and software configuration
- Responsible for project initiatives, inclusive of the phases of research and development, training the team, documentation, and deployment.
- Provides reports and updates on key projects or deployments and initiatives
- Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
- Document reported problems in the POS ticketing system and follow-up with stores to ensure timely resolution of problems.
- Develops and maintains training documentation library on the POS Team Site.
- Coordinates, develops, and provides periodic training to the Client Services team as required.
- Provides general training to the PSC team and continually finds opportunities to train team members.
- Provides Point of Sale training and support for Corporate departments and Franchise Stores upon request
- Hardware and Software evaluation and testing as required.
- Required to provide 24/7 afterhours store support for required evenings and weekends as well as escalation duties on a scheduled basis
- Perform other related tasks as may be assigned

**Requirements**:

- Minimum 5 years Level 1 and 2 technical support experience
- Hands-on technical knowledge and experience in PC and network support
- Solid knowledge of TCP/IP protocols and topology - routers, switches, and LAN configurations
- Experience configuring and deploying firewall / routers - SonicWALL and Cisco preferred
- Good understanding of antivirus software - Sophos Antivirus Suite knowledge preferred
- Excellent customer service skills with ability to communicate with technical & non-technical users / clients & internal employees
- Proactive with excellent organizational skills, time management, and multitasking abilities
- Enthusiastic in dealing with new challenges and exercises professionalism
- Self motivated and goal oriented, capable of working in a fast paced and changing environment
- Ability to deal with multiple, concurrent, support issues and projects
- Minimum 5 years of working knowledge of Microsoft Windows operating systems (Win 7, Win 10, POSready, Embedded, CE, etc.) and all Microsoft Office Suites
- Good working knowledge of Restaurant Operations
- Must have strong interpersonal communication and problem solving skills
- Must be available nights and weekends to work scheduled on-call and escalation shifts
- Team player but able to perform well independently

**Desired Skills/Experience**:

- Excellent Knowledge of POSitouch software and all integrated systems and hardware
- 2 Year Technical Diploma or Degree
- Strong project management skills
- Experience or understanding of Restaurant Operations

**Application instructions**:

- We thank all interested applicants for applying; only those individuals shortlisted for an interview will be contacted.

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