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Support Services Analyst - Tier 2

Expired Job

Zoes Kitchen, Inc. Plano , TX 75023

Posted 3 months ago

At Zoes Kitchen, the number one criteria for being a fit for any role is being a culture fit! That's why our core values are so important to us.

The Core Values!

  • PEOPLE FIRST! Look for ways to add value to the lives of others and always treat people with positive intent.
  • BE HUMBLE! Think of yourself less and the team and business more. There's always room to improve.
  • ONE TEAM. ONE ZOES! Be all in all the time and support your coworkers.
  • STRIVE FOR GREATNESS! Be an expert in your field, take initiative and do your part to make things great.
  • LOVE LIFE! Have some fun and work passionately! Attitude and energy are contagious.

The Role!

Support Services Analyst Tier 2, is part of the company's technology department and is responsible for supporting new store implementations as well as diagnosing, troubleshooting, installing and configuring all restaurant technology. The Support Services Analyst Tier 2 reports to the Store Support Manager, and works with our technology team in providing professional and courteous technical support to both internal and external customers.


  • Maintain restaurant systems hardware and software inventory for all store openings and replacements, including maintaining all images.

  • Deploy new restaurant systems and network infrastructure including routers, switches, POS hardware/software, etc.

  • Provides end-user training to ensure a smooth installation process and minimize post-installation support requirements.

  • Participate in new restaurant openings and system deployments as the IT department representative onsite.

  • Assist in project implementations, testing and documentation

  • Resolve technical issues with restaurant systems within defined SLAs and document root cause and resolution. Troubleshoot hardware, software, and network issues. Perform backups and recover of data.

  • Provide Level 2 support for Point of Sale and Back Office computer systems

  • Provide Level 2 support for all telephone systems and internet systems at restaurants.

  • Preform onsite scheduled maintenance on all restaurant hardware/software regularly.

  • Develop and maintain support documentation as it pertains to company-wide IT.

  • Train Tier 1 Support team and create/update knowledge base articles.

The Skills!

  • Bachelor's degree in computer science or other technology related degree

  • MCP, and / or MCSE Certifications preferred

  • 5 + years technical support experience

  • Proven problem solving, conceptual thinking, and analytical abilities; experience with process adherence and suggesting improvements to processes.

  • Experience supporting Microsoft Office applications, Windows operating systems, Internet Explorer, Google Chrome, Active Directory and Outlook

  • Experience with supporting Aloha Point of Sale, EDC, Aloha Takeout, KDS, Online Ordering, Aloha Command Center

Essential Functions

Frequently under pressure of restaurant up-time while coordinating multiple sites. Continuously utilizes eye/hand coordination, manual/bi-manual dexterity, near vision, color definition, speech and hearing. Frequently walks, stands, sits, lifts and/or carries up to 5 lbs. Occasionally walks on uneven surfaces, lifts and/or carries up to 50 lbs., reaches above shoulders, bends. Works in both an office environment and occasionally in the restaurant. Required to sit for long periods of time.

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Support Services Analyst - Tier 2

Expired Job

Zoes Kitchen, Inc.