POS Support Technician in Atlanta, GA at Pyramid Consulting, Inc

Date Posted: 10/28/2019

Job Snapshot

Job Description

Customer Service and Technical Support Provides troubleshooting support for POS systems, peripherals, hardware, and software to provide minimal downtime and optimal customer satisfaction in stores, bakeries, restaurants (SBRs). Prioritizes and schedules requests, issues, and incidents and collaborates with subject matter experts to facilitate quick resolve. Identifies and reports on compliance issues that require follow up or investigation and risk assessment. Tracks service requests and incidents and creates technical documentation, including the problem-solving process, decisions, actions, and resolution. Monitors the ticketing system to resolve issues and performs post-resolution follow up for work orders to maintain user satisfaction. Monitors night polling, reviews the failure list and contacts SBRs that didn't poll. Corrects errors and/or adjusts configuration settings to achieve the desired functionality. Completes project-based tasks on technology products via checklists (e.g., POS upgrades, workstation replacements, etc.). Performs diagnostics and repairs on computer equipment and peripherals. Supports installation, troubleshooting, applications, operating systems, patches, and hardware platforms. Installs and configures computer systems, installs POS systems, hardware, and software, identifies causes of issues and incidents, diagnoses hardware and software failures, and resolves technical problems. Partners with the PCI Security team with the prevention, analysis, and mitigation of IT security-related items. Equipment Provides franchise operators with paperwork and information for new equipment. Collaborates with Retail IT management to rollout new POS equipment. Sets up equipment in a staging area for shipment to SBRs and assists in the local installation, if necessary. Tests, evaluates, programs, and ships POS equipment for installation into SBRs, including ordering and inventory. Monitors equipment inventory to ensure equipment supply is adequate for future orders. Interfaces with the Accounting team to complete order forms and ensure accurate billing occurs for equipment and software. Interfaces with SBR teams to map new menu items and PLU numbers to ensure accurate accounting. Confirms accuracy of mappings (i.e., PLU numbers) by verifying product sales for online and in store. Orders or recommends equipment replacements from select vendors. Project Based Tasks Completes assigned tasks and short-term projects, supports delivery, and meets timelines set by IT leadership. Monitors daily reporting as it relates to payroll, sales, and new hire information. Assists with maintaining the data flow from restaurants (i.e., polling). Provides support to other specialists and technicians for issue resolution. Loyalty and Credit Card Services Assists franchise operators with the Loyalty Program and credit card service issues. Completes new credit card processor requests and changes in service. Experience, Education, and Certifications: 1+ years of experience supporting information technology environments with help desk, technology call center, customer service center, troubleshooting, and/or user hardware and software support preferred Retail experience (e.g., restaurant, etc.) preferred Associates degree in Computer Science, Information Technology, or related field preferred Knowledge and Skills: Proficient with installing and supporting Microsoft Office technologies, Microsoft Office Suite, Microsoft operating systems, desktop applications, and anti-virus management Knowledge of Payment Card Industry (PCI) Working knowledge and experience with hardware and peripheral troubleshooting/support, service delivery systems, remote user networking (e.g., TCP, IP, etc.), and operating system support Working knowledge of help desk software, work order management, and solutions database. Knowledge of installation, maintenance, troubleshooting, and repair of a variety of user and network computer operating systems Knowledge of the functionality of the back office platform Knowledge of the build and maintenance of POS menus Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled