IT Support Manager

Key Responsibilities

• Assist IT Director in various ongoing and new projects
• Visit restaurant locations in NYC on-site including on weekends
• Serve as the first point of contact and respond to requests for assistance in person, over the phone, via email, and through an internal trouble ticket system
• Calmly perform troubleshooting by asking pertinent questions and performing diagnostics
• Research possible solutions and present the most likely solution to the customer
• Perform the steps to resolve the problem or walk the customer through the steps over the phone
• Record problems/events and their resolution in the ticketing system
• Promptly follow-up and update users on the status of tickets and requests for information
• Help resolve desktop hardware and software issues on-site as needed
• Experience with point-of-sales systems is a plus
• Support a VOIP/cloud-based phone systems
• Troubleshoot networking issues on wired and wireless networks
• Help support mobile devices and remote users
• Support other office technology, such as televisions, projectors, conference equipment etc.
• Day-to-day maintenance of computers, printers and other office equipment
• Implement preventative maintenance systems and troubleshooting procedures for users

Qualifications

• Be a quick learner, strong/effective problem solver, detail oriented, organized and able to track multiple projects and issues
• Have excellent time management and project management skills
• Be customer-oriented and have a cool-temperament
• Have exceptional interpersonal, verbal and written communication skills in English
• Must be well-versed in following systems and applications: Windows Server Administration, Windows Workstation Administration, Firewall Technology/Experience, Antivirus/Antispam, Windows User administration (Adds, Moves, Changes, Deletes), Working knowledge of MS Office suite, Outlook, PowerPoint, web browsers and standard operating system utilities, Good understanding of computer systems, mobile devices and other tech products, Ability to diagnose and resolve basic technical issues, General troubleshooting skills - Able to design a solution versus “fixing the problem”, Fully Understand Networking Concepts: IP Addressing / Network Protocols, Familiar with Remote Administration tools (Remote Desktop / Terminal Services), Flexible and adaptable, able to change and alter project plans as quickly as projects evolve, Working with external vendors is a must, Good working knowledge of common office equipment, printers, faxes, projectors, TVs etc.