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About the role
As an IT Support Analyst, you will provide 1st and 2nd level support to all staff members/internal employees of Toast. You will focus on supporting a primarily Mac OS-focused environment, as well as a small fleet of Windows computers. You will also work on revising and improving systems, processes, and documents in a fast-paced environment with a continuously evolving toolset. The successful candidate must provide world-class customer service and technical support on time by proactively taking ownership of requests/incidents and utilizing their technical knowledge, resulting in resolution, delegation, or coordination of efforts with IT management. What you will do: Identify and diagnose issues and problems Categorize and record reported queries and provide solutions promptly Configure computers, create accounts and facilitate IT training for new Toast employees Create, document, and modify technical solutions, processes, and procedures Field and log multi-channel technical requests & issues Advise users on the appropriate course of action Monitor issues from start to resolution Troubleshoot various SaaS Systems Work on an after-hours support rotation (additional compensation provided) Install and configure new hardware, software, and peripherals Escalate, if needed, unresolved problems to a higher level of support Do you have the right ingredients? 2-3 years of customer service experience 2-3 years of Hardware/Desktop support Curiosity and enthusiasm for new technology Personable, Friendly, and Outgoing - a people person who loves helping customers Proven ability to multitask and change priorities as needed Excellent communication skills; both written and verbal Adaptable - With Toast s hyper-growth you must be flexible to the changing landscape Bonus ingredients: 1-2 years of technical support experience in a fast-paced environment Experience in supporting Mac OS and Windows OS Experience with Google Admin & Google Suite Experience with a ServiceNow or other ITIL-focused ticketing systems Previous experience with any of the following SaaS: Office 365, Okta, Slack, Zoom Jamf, or KACE Basic networking experience (Meraki, TCP/IP, LAN, WAN, etc.) Technical writing experience
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