Communicate electronically and in person with business system and computer system users encountering difficulties with hardware, applications, network connectivity, software for the purpose of determining, documenting and resolving the problems experienced.
Provide after hours business system, network and Internet support in response to identified difficulties.
Troubleshoot and resolve issues of business system e.g. restaurants’ POS system (touch-screen display units, payment terminal, cash register, receipt printer, portable tablets, etc.) and computer system (hardware, software, applications, network).
Coordinate POS system installation and training for staff users.
Visit on site to resolve hardware-related issues that typically get the hardware replaced and installed.
Collect, organize and maintain a problems and solutions log for use by technical support analysts.
Maintain and reproduce particulars (sales, product information, employee tracking, and more) of business system.
Provide staff users support with instructional steps that can be used and relevant information on resolution procedures.
Diagnose and resolve software faults, troubleshoot system and network problems, and improve system performance by identifying problems and recommending changes.
Participate in the redesign of applications and other software with support group via warm transfer for problem resolution in matters of greater complexity.
Implement and maintain security features for systems and networks.
Remain up to date on new developments and changes through ongoing circular, email, manual review; attend training updates as required by company
Use a visualizer/emulator to determine the nature of the problem experienced by departments and staff users through a resolution to the problem experienced.
Perform Web server backup and recovery operations.
