Hospitality IT Support

Specific Gravity Group, Inc. (SpecGravity) works exclusively with multiunit hospitality and retail brands globally, and is currently hiring for an On-Site IT Support person to join our team in New York City, with experience specifically in supporting technology within Hospitality (Fast Casual, Full Serve, Quick Server, etc.) organizations.

This role is onsite, with a Friday - Sunday, 7am-4pm, Monday - Tuesday 10am - 7pm schedule 

We're looking for a Full Time individual to join the team, with a specific concentration on Hospitality Systems Administration (Network, AV, POS, KDS, Surveillance, etc.) and POS Management. This is the perfect role for someone with a background in supporting the Hospitality or Retail technology in a brand, looking to work freely and collaboratively with a team and client, moving their career forward as a Systems Administrator, in an ever changing environment. This individual will work one on one with clients and end users daily, and make impactful decisions on a regular basis, and have the opportunity to engage in short and long term projects.

With clients across the US, and rapidly scaling and growing, this position's responsibilities can vary, but will encompass all areas of IT infrastructure, from Network, AV, and Surveillance, to Point of Sale, Menu Updating, Third Party Delivery, and KDS.

Responsibilities:

• Provide onsite support for various client systems (POS, AV, Network, Laptop/Desktop, etc.);
• Answer IT service desk calls, emails, chats, and text, maintaining tickets in the ticketing system (Connectwise);
• Create, update, and close tickets / incidents and service requests;
• Adhere to and/or create IT processes and SOP's;
• Dispatch as necessary to fix issues;
• Manage, maintain, troubleshoot and support POS, networks, hardware, software, and other related peripherals in client environments;
• Install and support new desktops, laptops, POS, servers, networks, surveillance system, AV, and wireless systems;
• Review and respond to remote monitoring and management (RMM) system alerts and notifications;

Requirements:

• 4 years experience in a technical support role providing service desk IT support, POS support, network support, etc. troubleshooting Hospitality or Retail end-user issues with hardware and software;
• 2 years experience working in Hospitality or Retail
• Previous experience with ticketing systems or issue tracking software;
• Experience Monitoring, Alerting, and taking Proactive action;
• Experience with POS hardware and software installation, support, and maintenance;
• Experience supporting and installing Windows and Mac hardware and software;
• Excellent time management, communication, and customer service skills;
• Ability to act independently, with initiative in a customer environment, as well as the ability to engage and collaborate with other IT Service and support teams to find and implement resolutions;
• Impeccable attention to detail;

Job Type: Full-time

Experience Requirement:

• Hospitality or Retail IT Support: 4 years
• POS Support Experience

Preferred Experience:

• Experience working with Hospitality end users;
• Experience with email systems (Exchange, Office 365, GSuite);
• Experience with networks;
• Experience with A/V systems;

Specific Gravity Group focuses on providing fully managed technology operations and infrastructure support for emerging brands without an IT department, and a co-managed option for brands with a small or single person IT department in need of extra support. SpecGravity works with Hospitality and Retail brands of all sizes, typically with a 30 location minimum with no maximum number of locations. SpecGravity has proven experience tackling complex NSO (New Store Opening), Rollouts, Field Support, Cybersecurity, and General IT Support nationally, and is seeking a Hospitality Technology Infrastructure Support Engineer to join the team and continue its track record of excellence as it grows and expands.