Job Description

RTP is looking for a POS Systems Engineer to join our growing team. We are a company providing professional services to Hospitality and Retail organizations throughout the country. Our team has deep expertise with all aspects of Hospitality and Retail industry software and hardware, and its related infrastructure technology. We enjoy leveraging the latest technology at our client sites while focusing on providing world-class service & solutions. We are looking for a team member to grow with our company.

The POS Systems Engineer will oversee and lead the delivery of all service calls and manage field service technicians. This is a hands-on position, most days will be spent scheduling, fielding, and leading, support related requests with your team, as well as training and developing junior level technicians for a wide range of projects (POS upgrades, roll-outs, troubleshooting, Wi-Fi installs, and network build-outs). This is a unique opportunity to get hands-on with a wide variety of systems and applications.

To be successful in this position, the candidate needs to be an effective communicator, a solid problem solver, and a hardware/software generalist with a focus on client satisfaction.

Essential Functions:

• Mange ticketing system (ConnectWise), assign resources to ensure time resolution of tickets.
• Triage and document technology issues and requests from clients via telephone, email and in-person communications.
• Work with clients and systems to document and provide detailed problem-solving efforts.
• Participate in technology projects (upgrades, rollouts, remediation, onboarding, etc.).
• Work closely with and escalate issues as necessary to other RTP resources.
• Monitor and respond to alerts from our remote system monitoring tools, and if necessary, input issues into our service ticketing system.
• Prioritize second level support calls and troubleshoot, analyze, and resolve when possible.
• Onsite support & troubleshooting as needed throughout the United States. Some overnight stays may be required.

Supervisory Responsibilities: Will supervise a group of Level 1 and 2 Technician and 3rd party vendors who operate our call centers, and other vendor partners.

Education:

• Associate Degree preferred
• Bachelor's Degree a plus
• Industry certificates a plus

Experience:

• Minimum 5 years of Retail & Hospitality IT experience
• Experience providing customer service and support
• Required: Experience with Restaurant Technology Platforms including Toast, Heartland POS, Micros, Aloha, PosiTouch
• Prior experience with Restaurant POS HardwareSoftware

Skills & Abilities:

• Able to perform quick, yet effective, troubleshooting of Windows or Apple based applications, networking, virus/malware, etc.
• Able to support one of the following POS systems, Aloha, Micros, Toast, Heartland POS
• Able to perform basic troubleshooting on a business LANWAN
• Able to coach and guide users through basic computer tasks
• Excellent people, organization, and communication skills
• Able to work as a self-starter while collaborating as part of a team
• Able to maintain a calm demeanor under pressure and thrive dealing with the unexpected

Physical Demands:

• Able to lift over 50 pounds occasionally (servers, equipment, etc.)
• Able to sit or stand for prolonged periods of time

Benefits:

• Paid Time Off and Paid Holidays
• Profit-Sharing
• Company provided Cell Phone Plan
• Paid Training and Certifications
• 401k plan with Company Matching
• Medical, Dental, and Vision as well as Life Insurance

The Candidate chosen for this position may have some opportunity to have a flex schedule in which some work can be done nights and weekends, e.g. server reboots, server provisioning, applying updates and other after-hours troubleshooting.

Salary: Salary dependent upon related work experience and certification(s).

Candidates must pass a background check and have a clean driving record.