Torchy's Tacos
Level 2 Help Desk Support
Torchy's Tacos, Austin, Texas, us, 78716
L2 Support Agent
The Torchy's legacy began in Austin, Texas in 2006 with an idea, a dedicated executive chef and a food trailer to now operating in dozens of locations across multiple states.OUR MISSION: Be Damn Good. OUR VISION: Serve people the Best Damn Tacos.OUR WHY: Passion. OUR MOTTO: Devil is in the details.
Here's what we need:
At Torchy's, our goal is to embrace advancements in technology to equip our business to be people led! The L2 Support Agent is responsible for supporting the HQ and in-store technology across our organization ranging from Point of Sale (POS) to Infrastructure. This position will report to our Manager of Restaurant Systems.
What you'll be doing:Serve as the first point of contact for customers seeking technical assistance via phone call, email, or support portal ticketProvide technical support through Help Desk which is responsible for handling tickets that are submitted both by the store and headquarters teamsDirect business partners to specific issue reports that need to be addressed by that partnerParticipate in the development of training programs to be used by our end users and future support agents to better understand the systems being usedEnsure troubleshooting steps have been completed before escalating to L3 support agentsFollow up on open tickets to ensure completion and resultsManage user accounts on multiple systems including password resets and onboarding and offboardingFollow all help desk policies and proceduresMonitor integrations to ensure they are running successfullyPerform POS maintenance: printer updates, menu changes, price and category managementAssist with new restaurant opening setupPerform quality assurance testing as updates are neededIdentify opportunities to prevent repeat issues and recommend to the team for approvalManage incidents for timely resolutionWork with Stores and Internet Service Providers to resolve WAN outages.QUE-SO...here's what you'll need:
Minimum Qualifications
2-4 years of general work experience2+ years' experience supporting systems for hospitality including but not limited to point-of-sale, kitchen display, back office systems, hardware, networking, telephonyTech-savvy with working knowledge of software and hardware, including the following:
Microsoft Office 365Apple iPadsEpson receipt printersWindows Operating SystemsProficiency in PC Systems and related softwareFamiliarity with basic networking conceptsVideo Conferencing (Team, Google Meet, Zoom)VoIP
Well organized with the ability to multitaskAbility to use knowledge to innovate solutions for new problems and issuesHigh energy and enthusiasm, integrity, superior communication skills (both verbal and written), resilience, service orientation, and a collaborative influence styleStrong time management to ensure SLA's are metPhysical Requirements
Lifts and move objects up to 50 lbs.Travel
Must be able to travel to the stores within the market for onsite support as needed.Work Location
Austin - Hybrid (2 days at HQ)Outside of Austin Metroplex - Fully Remote
The Torchy's legacy began in Austin, Texas in 2006 with an idea, a dedicated executive chef and a food trailer to now operating in dozens of locations across multiple states.OUR MISSION: Be Damn Good. OUR VISION: Serve people the Best Damn Tacos.OUR WHY: Passion. OUR MOTTO: Devil is in the details.
Here's what we need:
At Torchy's, our goal is to embrace advancements in technology to equip our business to be people led! The L2 Support Agent is responsible for supporting the HQ and in-store technology across our organization ranging from Point of Sale (POS) to Infrastructure. This position will report to our Manager of Restaurant Systems.
What you'll be doing:Serve as the first point of contact for customers seeking technical assistance via phone call, email, or support portal ticketProvide technical support through Help Desk which is responsible for handling tickets that are submitted both by the store and headquarters teamsDirect business partners to specific issue reports that need to be addressed by that partnerParticipate in the development of training programs to be used by our end users and future support agents to better understand the systems being usedEnsure troubleshooting steps have been completed before escalating to L3 support agentsFollow up on open tickets to ensure completion and resultsManage user accounts on multiple systems including password resets and onboarding and offboardingFollow all help desk policies and proceduresMonitor integrations to ensure they are running successfullyPerform POS maintenance: printer updates, menu changes, price and category managementAssist with new restaurant opening setupPerform quality assurance testing as updates are neededIdentify opportunities to prevent repeat issues and recommend to the team for approvalManage incidents for timely resolutionWork with Stores and Internet Service Providers to resolve WAN outages.QUE-SO...here's what you'll need:
Minimum Qualifications
2-4 years of general work experience2+ years' experience supporting systems for hospitality including but not limited to point-of-sale, kitchen display, back office systems, hardware, networking, telephonyTech-savvy with working knowledge of software and hardware, including the following:
Microsoft Office 365Apple iPadsEpson receipt printersWindows Operating SystemsProficiency in PC Systems and related softwareFamiliarity with basic networking conceptsVideo Conferencing (Team, Google Meet, Zoom)VoIP
Well organized with the ability to multitaskAbility to use knowledge to innovate solutions for new problems and issuesHigh energy and enthusiasm, integrity, superior communication skills (both verbal and written), resilience, service orientation, and a collaborative influence styleStrong time management to ensure SLA's are metPhysical Requirements
Lifts and move objects up to 50 lbs.Travel
Must be able to travel to the stores within the market for onsite support as needed.Work Location
Austin - Hybrid (2 days at HQ)Outside of Austin Metroplex - Fully Remote