Sr. Analyst, L3 Support

The Inspire Restaurant Technology team is responsible for implementing and maintaining restaurant technology that is shared throughout the company's various brands. Specific examples of this includes Operation Tablets, Headsets, Digital Menu Boards, Drive Thru Timers, and Order Confirmation technology. This role is critical to the success of the Team's ability to deliver on operational expectations. In this role you will utilize your expertise to build and maintain the complex suite of systems that make up restaurant infrastructure. You 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
• Responsible for monitoring, troubleshooting, design engineering, and problem
• 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
• 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 project 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 report 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 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 QUALIFICATIONS:

• 4-Year Degree in Computer Science, Information Systems, or related field
• Certifications: Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100,MD-101), ITILv4, Azure Fundamentals, Agile Certification, Microsoft MCSA / MCP or equivalent

EXPERIENCE QUALIFICATIONS:

• 4+ years working in Windows 10 Engineering, POS Systems Administration, or Desktop Administration role within the IT industry
• Windows technical experience 5+ years
• 2+ years Desktop engineer experience (POS platforms are a plus)
• Preferred: 4-8 years verifiable, hands-on experience supporting organizations with multiple (100+) remote sites

REQUIRED KNOWLEDGE, SKILLS, or ABILITIES

• Experience supporting Windows 10 Desktop Images
• Experience providing Level 3 support for POS Software and its underlying components
• Experience with PCI Compliance or working knowledge of PCI DSS requirements
• Experience with Point of Sale Device configurations and troubleshooting
• Experience with LAN and WAN concepts in a Cisco/Meraki and/or FortiNet environment
• Experience with various networking protocols including: TCP, UDP, IP
• Working knowledge of scripting languages (PowerShell and VBScript)
• Working knowledge of Microsoft Deployment Toolkit (MDT), Windows Server Updater Service (WSUS), and Windows Deployment Services (WDS)
• Experience with Ivanti LANDesk suite (focus on patching, scripting and distribution)
• Experience 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
• Experience technical documentation skills
• Experience and working knowledge to have working knowledge: MCSA: Windows 10, Microsoft 365 Fundamentals

Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin', Jimmy John's, Rusty Taco and SONIC Drive-In 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.