Job Title

Job Summary: We are seeking a highly motivated and adaptable Network Support Engineer to join our growing team. In this role, you will provide critical technical support for handheld order devices and Point of Sale (POS) systems, focusing on network troubleshooting and remote diagnostics. You will be responsible for ensuring seamless installations and resolving connectivity issues for field technicians. Key Responsibilities: Network Troubleshooting: Diagnose and resolve wireless and wired network connectivity issues for handheld order devices and POS endpoints. Remote Support: Utilize VNC (Virtual Network Connection) and other remote tools to troubleshoot and resolve POS endpoint issues. Ticketing System Management: Manage and update tickets using ServiceNow, ensuring accurate and timely documentation of issues and resolutions. Installation Support: Provide phone support to field technicians for pre- and post-installation of new hardware and software. Hardware/Software Configuration: Assist in troubleshooting hardware and software configuration issues related to POS systems. Deployment Management: Utilize Marimba to scan POS systems, track software installations, and identify software-related issues. Documentation: Maintain comprehensive technical documentation using Jira, Confluence, OneNote, and SharePoint. Installation Validation: Validate installations against Install Playbook Guidelines, ensuring adherence to company standards. Ad-hoc Support: Provide support for additional requests, including cup labeler installations and cable runs. Store IT Equipment Support: Assist in the installation and maintenance of new store IT equipment. Data Analysis: Utilize Splunk and SQL queries for data analysis and reporting. Communication: Effectively communicate with field technicians, team members, and stakeholders to ensure smooth operations. Asset Tracking: Use Microsoft Excel to track store installations and document daily tasks. Required Skills and Experience: Proven experience in network troubleshooting, particularly with wireless and wired connectivity issues. Strong understanding of network hardware, specifically Cisco Routers and Switches (Meraki). Proficiency in using remote support tools, such as VNC. Experience with ticketing systems, preferably ServiceNow. Familiarity with deployment software, such as Marimba. Hands-on experience supporting onsite technicians. Knowledge of POS retail software, particularly Oracle Simphony. Experience troubleshooting Windows 10 OS. Preferred Skills and Qualifications: Field Technician experience. Experience with the following hardware and software. HP RP9 and HP EliotOne 800 POS registers. Epson TM-L90, Epson TM-88 III-VI, and Bixolon SRP-300 printers. EMV (chip readers/credit card machines). Honeywell Genesis, Honeywell 7580 Gen6, and Honeywell Xenon scanners. Verifone VX820 PIN entry devices. Dell Wyse Thin Clients and HPE ProLiant DL20 servers. Drive-thru equipment (DOS, Kanex Pro, El Gato, AT-91). Digital Order Manager equipment (Surface Pro 4, Aava Inari 10 tablet). Splunk, SQL. Jira, Confluence, OneNote, Microsoft Teams, SharePoint. Microsoft Excel. Strong problem-solving and analytical skills. Excellent communication and interpersonal skills. Ability to adapt to changing technologies and priorities.