L3 - Retail Tech Support

Kforce has a client seeking a remote L3, Retail Tech Support individual to join their team in Sandy Springs, GA. Summary: The L3, Retail Tech Support role represents the highest tier of technical support or escalation of the most complex, intricate, and challenging issues, requiring expert level knowledge. This position has focuses on incident & problem escalations, problem management and root cause analysis, knowledge management, and service level management. In this role it is critical to understand customer needs in a diverse matrixed, and franchised organization, and have excellent communication skills for effective written and verbal correspondence internal and external to the organization. Duties:

• Collaborate with other teams and departments within the organization to ensure effective communication, alignment of technical initiatives, and to resolve complex technical issues
• Provides advanced support for omni channel retail technology platforms and administration as delegated
• Assist in testing and implementing new hardware and software solutions
• Install, configure, and maintain POS, online ordering, back office, and other software and associated systems
• Partner with networking and security teams for prevention, analysis, and mitigation of IT Security related items
• Partner with vendors to identify, prevent, and resolve complex issues with retail tech systems and integrations
• Develops and maintains relationships with franchise operators, SBR Management team, and vendors

• Completes assigned tasks and short-term projects, supports delivery, and meets timelines set by IT leadership
• Provides support to other specialists and technicians for issue resolution
• Expert Retail Technology knowledge

• 3-5 years of IT experience
• 1-3 years of food industry experience
• Restaurant operations familiarity
• Customer service experience