Job description

Summary of Position:

The Senior Technical Support Engineer supports, maintains, implements, and recommends improvements for IT service desk environments for Bojangles, including Corporate HQ, remote employees, all company stores, and system-wide solutions, including adoptable by our franchisees when applicable. This role serves as a senior-level service desk engineer, and the role holder is accountable for recommending innovative solutions while maintaining current technologies, including but not limited to end-user computers, and troubleshooting day-to-day service desk issues and ticket resolution. This position reports directly to the IT Support Manager. In addition, this position helps oversee end-user IT security, governance and policies, and system monitoring such as spam filters, breach detections, and threat response remediation for anti-virus and UTM systems.

• Positions in this sub-family are responsible for providing support to employee end users in areas of personal computers/servers/mainframe applications, data/voice network, and ERP systems including:
• Acquiring, installing, and upgrading PC components & software and planning for/responding to service outages
• Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems
• Responding to user requests to research complex problems associated with the organization's telecommunications networks (voice and/or data)
• Providing real-time end user ERP systems support, problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence and knowledge transfer
• A Senior Para-Professional (S3) requires broad knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education.
• Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems.
• Responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
• Provides effective and timely resolution of users’ problems, queries or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.

Responsibilities typically include:

• Works under limited supervision for routine situations.
• Provides assistance and training to lower level employees.
• Problems typically are not routine and require analysis to understand.

Multi-Media Device Support work includes:

• Assembling, transporting, operating, maintaining, and repairing the technical equipment associated with live events and businesses
• Ensuring all of the audio-visual presentations and equipment runs smoothly
• Maintaining a catalog of equipment the organization owns and teaching others to operate the equipment
• May also provide visual graphics, audio tracks and lighting for live events A Specialist Para-Professional (S4) requires advanced knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education.

Onsite Technology Support provides in-person assistance to employee end users including:

• Maintaining and troubleshooting a range of user problems including PC hardware/software/LAN and voice network
• Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems
• Acquiring, installing, and upgrading PC components and software and planning for/responding to service outages and other problems
• Training users on use of new technology and software A Senior Para-Professional (S3) requires broad knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education.

Computing Device Repair & Maintenance work includes:

• Performing general maintenance tasks, troubleshooting, and repairing computer systems and peripheral equipment located throughout the organization
• Maintaining an adequate spare parts inventory of systems, subsystems, and component parts used in repair work
• Preparing progress reports for all work performed A Senior Para-Professional (S3) requires broad knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education.

Positions in this sub-family are responsible for providing support to employee end users in areas of personal computers/servers/mainframe applications, data/voice network, and ERP systems including:

• Acquiring, installing, and upgrading PC components & software and planning for/responding to service outages
• Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems
• Responding to user requests to research complex problems associated with the organization's telecommunications networks (voice and/or data)
• Providing real-time end user ERP systems support, problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence and knowledge transfer An Experienced Para-Professional (S2) requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education.

Positions in this sub-family are responsible for managing or performing work across multiple areas of an organization’s IT platform/infrastructure including analysis, development, and administration of:

• IT Systems Software, Hardware, and Databases
• Data & Voice Networks
• Data Processing Operations
• End User Technology & Software Support
• Conducts cost/benefit analyses for proposed IT projects as input to the organization’s IT roadmap An Experienced Para-Professional (S2) requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education.

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Education:

• Bachelor's (Preferred)

Experience:

• Tech Support: 5 years (Required)

Work Location: Hybrid remote in Charlotte, NC 28273

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