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Pos Help Desk Technician

2 weeks ago

Richmond, Canada Boston Pizza International, Inc. Full time

Reporting to the **Senior **Support Manager**, **Client Services **the POS Help Desk Technician is responsible for providing technology support for all Boston Pizza restaurants, business management units, and corporate offices. This position involves 24/7 help desk support, menu programming, project research, and project deployments. The role is mainly a help desk support role that provides support to store hardware and software technologies by understanding their systems to ensure timely problem resolution and to minimize service interruptions.

**Duties and Responsibilities**:

- Hardware and Software support and monitoring of all restaurant locations
- Responsible for supporting third party vendors and partners with store hardware and software configuration
- Responsible for store specific menu programming and downloading of menus, feature sheets, and special promotions
- Establish and maintain our POS Solution Centre Service Level Agreement standards with stores and all offices
- Create and maintain documented procedures for store based and corporately used technologies supported by the POS Solution Centre
- Isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
- Ensure POS support expectations are met through first and second level problem determination and problem resolution efforts
- Document reported problems in the POS ticketing system and follow-up with stores to ensure timely resolution of problems and work orders
- Provide Point of Sale training and support for Corporate departments and Franchise Stores upon request
- Provide reports and statistics for key project or software deployments and initiatives
- Provide after hours 24/7 store support for required evenings and weekends on a scheduled basis
- Perform other related tasks as may be assigned

**Requirements**:

- Minimum 4 years of working knowledge of Microsoft Windows operating systems (Win 7, Win 10, POSready, CE, etc.) and Microsoft Office Suites 2013 +
- Minimum 2 years IT experience
- Working knowledge of various Point of Sale related hardware and software Systems - POSitouch preferred
- General knowledge of network protocols and topology - routers, switches, and LAN configurations
- Good understanding of antivirus software - Sophos Antivirus Suite knowledge preferred
- Excellent customer service skills with ability to communicate with technical & non-technical users
- Enthusiastic in dealing with new challenges and exercises professionalism
- Must have strong interpersonal communication and problem solving skills
- Good working knowledge and experience of Restaurant Operations
- Proactive with excellent organizational and time management skills, and multitasking abilities
- Team player but able to perform well independently
- Must be available to work evenings and weekends
- May be required to provide on-site technical support

**Desired Skills/Experience**:

- 2 Year Technical Diploma or Degree
- Strong project management skills
- Experience or understanding of Restaurant Operations

**Salary to commensurate with experience,** **in addition to providing a great benefits package