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The Advanced Support team is responsible for implementing and maintaining restaurant technology specific to Point of Sale, Kitchen Video Systems, Back Office Systems, Drive Thru Timers, and Order Confirmation technology. This role is critical to the success of the team's ability to deliver on operational expectations. The Tech Ops Analyst will utilize their expertise to build and maintain the complex suite of systems that make up restaurant infrastructure. They will also influence and contribute to strategic planning efforts as we continuously improve the delivery of platform innovation while supporting our rapidly growing brand.

RESPONSIBILITIES

Interact professionally and effectively with IT Leadership through verbal and written communication with an emphasis on company business initiatives.

Responsible for monitoring, troubleshooting, design engineering and problem resolution of Windows 10 Images across multiple device designations.

Develop/maintain Change and Release Management routines and ensure results through metric driven dashboards

Act as point of contact for all escalations from internal and external business partners and support customers.

Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures - required. Root cause identification and remediation on various hardware and software platforms

Lead strategic initiatives per projects including: research, design, analysis, testing, experimentation and certification of Windows 10 Images across multiple device designations.

Lead efforts to collaborate with internal departments so to align our strategic direction to a common vision.

Create and design restaurant architecture documentation and implement software changes in-line with organizational objectives

Manage a comprehensive preventative maintenance scheme for all restaurant infrastructure equipment in stores, ensuring minimal outage for the restaurants. Manage scheduled metrics and reporting on performance and utilization.

Manages the brand's systems/service implementation strategies to minimize the impact on customer service and provide managed backup/recovery capability.

Develop tools to assist in the image creation process as well as image maintenance.

Applies a strong knowledge of the Windows 10 Desktop Environment, principles, architectures and best practices including Windows implementation, updates/upgrades, deployment and security/group policy.

Ability to work with little supervision and within changing priorities in a dynamic rapidly changing and growing environment

Improve vendor relationships and work with key hardware suppliers to develop ways to improve our services through automation and drive out inefficiencies. Perform other job-related duties as assigned or required such as managing on-call after-hours work and resource allocation.

Ability to influence and communicate well with non-technical business disciplines through the explanation and adoption of technology as applied to systems and operational strategies

EDUCATION AND EXPERIENCE QUALIFICATIONS 4 Year Degree and/or Bachelor's degree in Computer Science, Information Systems, or related field Preferred: Certifications: Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100, MD-101), ITILv4 Required: 3+ years working in Windows 10 Engineering, POS Systems Administration, or Desktop Administration role within the IT industry. Required: 3+ years project management: small to medium time sensitive projects Required: 3+ years Desktop engineer experience (POS platforms are a plus) Preferred: 3+ years verifiable, hands-on experience supporting organizations with multiple (100+) remote sites

KNOWLEDGE, SKILLS AND ABILITIES

Expert in designing, implementing, and supporting Windows 10 Desktop Images

Expert providing Level 3 support for POS Software and its underlying components

Experience with PCI Compliance or working knowledge of PCI DSS requirements

Expert with Point of Sale Device configurations and troubleshooting

Experience with LAN and WAN concepts in a Cisco/Meraki and/or SonicWall environment

Experience with various networking protocols including: TCP, UDP, IP

Working knowledge of scripting languages (PowerShell, VBScript, Python)

Working knowledge of Microsoft Deployment Toolkit (MDT), Windows Server Updater Service (WSUS), and Windows Deployment Services (WDS)

Proficient with Ivanti LANDesk suite (focus on patching, scripting and distribution)

Expert with Windows Operating Systems

Working knowledge of Agile Fundamentals

Working knowledge of ITIL Foundations

Working knowledge of OPOS

Experience working in a compliance network environment (PCI, HIPAA, SOX)

Working knowledge of Group Policy

Working knowledge with O365, and Active Directory

Experience supporting a large-scale retail or restaurant enterprises

Experience with Windows 10 Security Fundamentals

Verifiable experience with project management skills

Expert technical documentation skills Highly preferred to have working knowledge: MCSA: Windows 10, Microsoft 365 Fundamentals

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin', Jimmy John's, and SONIC restaurants worldwide.

We're made up of some of the world's most iconic restaurant brands, but we're much more than just a restaurant company. We're a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple-it's an experience. At Inspire, that's our purpose: to ignite and nourish flavorful experiences.