JOB DESCRIPTION...............

The Senior Implementation Technician provides installation vendor oversight and is responsible for transferring data to the new hardware and performing installation validation testing for all new technology implementations.

The incumbent will provide support for installation vendors, collecting information through vendor dialogue, utilize remote access tools to assess and document the software/hardware installations and functional/operational readiness of the installation.

This role will also provide team coaching and training to enable others to resolve difficulties that arise during the lifecycle of the project.

The Senior Implementation Technician is responsible for accurately documenting information through customer conversation, accessing support tools, and collaboration with other support staff to resolve issues in a timely manner.

Responsibilities:

• Converts old hardware technology to new hardware within a defined time period.
• Provide phone support for third party installation vendor requests and queries.
• Addresses and resolves basic incidents and requests, logs all issues, requests, and engages other resources or appropriate supervisory personnel to resolve issues when necessary.
• Source, Image and Ship hardware devices in response to break/fix requests.
• Follows desktop procedures for all installations.
• Ensures quality customer oriented end-to-end restaurant installation experience and provides a single point-of-contact for the installation vendor.
• Documents all relevant information, including name, contact information, time, and nature of issue, troubleshooting steps taken, and resolution path.
• Utilizes knowledge base, FAQ's, teammates, and all other available resources to aid in incident resolution to resolve customer's issues effectively and efficiently.
• Identifies and learns appropriate software and hardware that is used and supported by the organization.
• Contributes to training other team members using coaching techniques.
• Contributes to overall team effort in achievement of established SLA's.
• Consistently meets exceeds established benchmarks in performance set forth by management for all Service Analysts.