Job Description

Toast Overview:

We are a rapidly growing company that's revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.

Job Overview:

As a Senior Helpdesk Analyst, you will provide expert level support to all staff members as well as fellow Help Desk Analysts. You will focus on supporting a primarily Mac OS focused environment, as well as a small fleet of Windows computers troubleshooting escalated issues. As a Senior team member you will also spearhead the revising and improving of systems, processes, and documents in a fast-paced environment with a continuously evolving toolset. The successful candidate must provide world-class customer service in a timely manner by proactively taking ownership of requests, utilizing their technical knowledge, resulting in resolution, delegation, or coordination of efforts with IT management. We are looking for a real self-starter who has great communication skills in order to partner across teams at Toast in a dynamic work environment.

What you will do:

• Respond to and troubleshoot user-submitted tickets in a timely manner and ensure your fellow team members are set up for success to do so as well
• Monitor escalated issues and take appropriate action and partnership to see the issue through
• Configure computers, create accounts, and facilitate IT training to new Toast employees
• Monitor issues from start to resolution
• Create, document, and modify technical solutions, processes, and procedures
• Field and log multi-channel technical requests & issues
• Communicate trends and escalations to leadership and provide insight on their resolution.
• Troubleshoot various SaaS Systems with a focus on the unusual and especially difficult issues
• Work on an after-hours support rotation
• Install and configure new hardware, software, and peripherals

Do you have the right ingredients?

• 5+ years of Technical Support Experience in a fast-paced environment
• Experience in supporting Mac OS and Windows
• 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
• Curiosity and enthusiasm for new technology
• Personable, Friendly, and Outgoing - a people person that loves helping customers
• Proven ability to multitask and change priorities as needed

Breakdown of responsibilities

• Monitor and support escalated issues - 25%
• Create, document, and modify technical solutions, processes, and procedures 25%
• Organize and facility training to help desk team & other Toasters 15%
• Respond to and troubleshoot user-submitted tickets - 10%
• Communicate trends & escalations to leadership and provide insight on their resolution - 10%
• Sensitive/High Visibility Onboarding & Offboarding- 5%
• Field and log multi-channel technical requests & issues - 5%
• Manage relationships of hardware & software vendors/teams - 5%

We are Toasters Diversity, Equity, and Inclusion is Baked into our Recipe for Success. At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds. The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals. Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry. Bready* to make a change? Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. For roles based in the United States: As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.