Senior Support Analyst

Darden Restaurants   •  

Orlando, FL

Industry: Hospitality & Recreation


Less than 5 years

Posted 95 days ago

This job is no longer available.

The Sr. Support Analyst will use tools and observation to identify trends, perform root cause analysis, and solve issues reported by the restaurants. The Sr. Support Analyst will work with management to implement preventative measures to ensure best in class support and service. The Sr. Support Analyst will work closely with the application and infrastructure teams to assure restaurant system issues are resolved and user concerns are addressed consistent with defined service level expectations. The Sr. Support Analyst will use tools, processes, service levels, communication, training, and knowledge to meet objectives.

-Provide level two hardware and support technical support to all Darden restaurants
-Identify, troubleshoot, and reproduce issues to determine root cause of problems and document deficiencies
-Assist and collaborate with appropriate teams to prevent recurrences of incidents
-Maintain active communication with all appropriate stakeholders to develop resolutions for problems and disseminate information
-Advise the internal teams of procedural changes and updates to applications
-Develop knowledge articles and documentation for service desk and business users
-Document support procedures and system utilities according to published standards
-Train and coach the IT Service Desk on systems and procedures
-Develop tools, scripts, and other process automation to reduce mean time to repair
-Assist in the development and distribution of software, applications, and updates
-Collaborate with third party vendors to resolve hardware and software incidents
-Consistently enhance skills and job knowledge by researching new internet/intranet technologies and software products and trends; reading professional publications; maintaining personal networks; participating in professional organizations.
-Keep abreast of the latest hardware and software developments offered by Restaurant Systems. Establish a thorough knowledge of the systems and procedures used by all concepts
-Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards

-Proven ability to accurately diagnose, troubleshoot, and resolve a wide range of hardware and software problems
-Proficiency troubleshooting Microsoft Windows client and server operating systems
-Knowledge of core infrastructure services and functions (DNS, DHCP, TCP/IP, Active Directory, firewalls, etc.)
-Proven ability to code, test and debug support utilities and scripts
-Accurately determine when hardware service is required and place calls to service vendors describing the failure and the steps taken to determine the failure
-Experience interpreting and writing SQL queries
-Minimum of 3+ years supporting Windows Server operating systems
-Minimum of 5+ years supporting Windows client operating systems
-Minimum of 5+ years supporting networks
-Minimum of 2+ years supporting Java and Tomcat
-Experience with support of web-enabled applications
-Experience supporting Point of Sale Equipment
-Knowledge of restaurant or retail business
-Experience with PowerShell, SCCM, and VMs
-TCP/IP, IPX, WAN/LAN protocols, serial communications, hub and router infrastructures

-Must be flexible to work weekends and on call rotation
-Ability to handle multiple tasks in a fast paced environment while using sound judgment to make accurate, efficient decisions
-Enter, update, and close tickets in an enterprise class incident tracking system. Update and close open tickets when the problem is resolved
-Practice clear, correct verbal and written communication skills with our users and service organizations
-Strong collaboration with support, development, and management teams
-Maintain a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to help our restaurants. Practice excellent customer service skills
-Strong knowledge and experience in utilizing service support tools
-Experience utilizing enterprise management systems to assist in remote diagnostics, problem resolutions, configurations, and software installations and upgrades.
-Ability to communicate and follow through on any job or task assigned in a timely and accurate manner. Keep management informed of important issues and follow proper escalation procedures
-Proven ability to work effectively and achieve results in a work environment with a high rate of change
-Self-starter with initiative to proactively identify and act upon opportunities without direction

-Bachelor's Degree in Computer Science, Information Technology or a relevant field

-CompTIA A+
-ITIL V3 Foundation Certification preferred