Specialist, IT Restaurant Support

About the role

As the Specialist, IT Restaurant Support, you will support the Restaurant Crew experience by investigating and resolving Tier 2 technical issues related to restaurant level devices and systems that are escalated from the internal Tier 1 team. You will be responsible for ensuring minimal disruption to restaurant operations through prompt and thorough investigation and remediation of escalated technical issues. Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle has restaurants in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants in North America and Europe. With employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, techno

Responsibilities

• Respond to and resolve incoming Tier 2 technical support tickets related to restaurant devices and systems.
• Leverage deep and broad technical knowledge, troubleshoot unique and complex restaurant technology issues.
• Provide proactive support to restaurant users based on monitoring and alerting.
• Provide pilot support to complex new solutions.
• Leverage internal defined processes and documentation to troubleshoot and resolve technical issues, communicating and validating solutions with end users.
• Provide consistent status updates to stakeholders regarding investigation status, root cause and solutions.
• Escalate complex issues to the Analyst and Senior Analyst when necessary, ensuring clear documentation and communication.
• Collaborate with internal and external partners as needed to ensure timely and efficient resolution to escalations.
• Assist in maintaining support documentation and knowledge base articles for Tier 1 and Tier 2 teams.
• Follow up with Tier 1 team to communicate issue resolution and education as needed.
• Engage with Project/Product Management and Development teams by providing requirements designed to enhance the restaurant experience and minimize support requirements
• Identify and communicate trends to team Analysts as basis of recommendations to enhance the restaurant experience and minimize support requirements.
• Create and decommission user accounts for software applications inside of team scope by validating and completing Access Request Tasks.
• Other duties as assigned.
• WHAT YOU'LL BRING TO THE TABLE
• High School Diploma or GED required.
• Associate or bachelor's degree in information technology or a related field is preferred.
• 1+ years of experience in a help desk, technical support, or IT customer service role, preferably in the retail or restaurant industry.
• Aloha Software and/or A+ certifications preferred.
• Basic working knowledge of NCR POS systems and software/hardware support or administration.
• Experience with structured ticketing systems such as ServiceNow.
• Ability to analyze and troubleshoot technical issues related to internal devices and systems such as POS computer hardware components and interfaces, escalating to appropriate partners as needed.
• Strong Customer Service skills with a demonstrated ability to provide clear and concise written and verbal communication and documentation.
• Experience with Windows required; experience with Linux, Kubernetes, and Docker preferred.
• Experience with Splunk and SPL preferred.
• Ability to multi-task, prioritize, and maintain organization, managing multiple cases simultaneously with pace and efficiency.
• Ability to communicate technical issues and solutions clearly to a diverse customer base via multiple communication channels.
• Must be able to work a flexible shift, including evenings, weekends, and holidays.
• PAY TRANSPARENCY

Benefits

Additional Information

CULTIVATE A BETTER WORLD Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.

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