IT Support Manager

Required Skills:

Candidate should: 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. Must have exceptional interpersonal, verbal and written communication skills in English

Qualifications:

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.

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
• Relocate (disassemble/reassemble) computers, monitors, and associated equipment
• 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

It is understood that as IT Support Manager, your performance will be evaluated on an ongoing basis.