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Aloha Technical Support Analyst II in Irving, TX at MDI Group

Date Posted: 6/13/2019

Job Snapshot

Job Description

Technical Support Analyst II
Irving, TX

The Technical Support Analyst II provides level 2 tech support of POS store software and peripheral equipment for our stores. This is a full-time opportunity for someone who excels in a fast-paced environment, has varied technical skills, a positive attitude, excellent communication skills, and works well in a team environment.

What You Will Be Doing:

  • Verify category and priority of incident tickets
  • Resolve, or provide workaround, for advanced technology issues
  • Resolve escalated support calls and customer issues not resolved at the tier 2 technical level
  • Document root-cause in incident tickets
  • Document new incident-related resolutions or workarounds
  • Follow-up with other IT support staff involved in resolution of incidents
  • Communicate with users concerning the status of incidents
  • Communicate with customers to verify final resolution of incident and ensure customer satisfaction
  • Act as customer advocate during support interactions with other IT support teams
  • Maintain timely communication with customer during support process
  • Collect and track information and details of problems to identify trends and facilitate service improvements
  • Troubleshoot and resolve complex support problems (e.g. integration issues)
  • Provide peer-to-peer development
  • Escalate complex issues to the appropriate internal or external technology resources as needed
  • Provide communication and escalation to IT Management on issues impacting our business and customers
  • Contribute to knowledge management database
  • Initiate Request for Change (RFC) or Problem Management processes as needed
  • Perform quality assurance (QA) and closure of all incidents
  • Provide scheduled, after-hours and weekend support for the Service Desk
  • May participate in the design, architecture, rollout, and maintenance of corporate technology initiatives and projects and/or perform additional department duties as required

Must Haves:

  • 4-5 years’ experience with direct customer POS technical support
  • Empathy with the end-user experience
  • Possess the aptitude or experience to provide proactive service to our customers
  • Possess a results-oriented approach to customer service
  • Experience conferring with technical and functional experts at all levels of the enterprise in a problem-solving environment
  • Experience in ITIL and customer service principles
  • Ability to work in stressful situations
  • Aloha POS systems
  • Restaurant or retail background
  • Basic knowledge of MS Windows operating systems (Windows XP, Windows 7) and business applications suites
  • Experience in a high call volume support center, handling 60+ inbound calls per day
  • Ability to work flexible schedule, including weekend on-call rotation


  • Competency in use of ServiceNow service management ticketing tool
  • ITIL Foundations Certification


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