Support Analyst II - Field
Company: Dutch Bros.
Location: Texas City
Posted on: April 17, 2024
Job Description:
It's fun to work in a company where people truly believe in what
they are doing. At Dutch Bros Coffee, we are more than just a
coffee company. We are a fun-loving, mind-blowing company that
makes a difference one cup at a time.
Position Overview
The IT Support Analyst II will operate at the core of the IT
Department's ability to support Dutch Bros shop operations. You
will work together with other teams along with other Support
Analysts to create a great experience for our customers. While you
are the primary escalation path for the Support Analyst I's, you
also get to help them improve their ability to respond to calls.
You will coordinate and work on small projects and work with others
to completion.
Location Requirement
- This is a hybrid role and will be based out of our roasting
facility in Melissa, TX. This position involves traveling to
various Dutch Bros shops in the DFW area to provide technical
support as needed. Key Result Areas (KRAs)
Support the Field IT Operations by responding to incoming support
requests:
- Answer, evaluate, and prioritize incoming requests for
assistance from Dutch Bros Field employees
- Provide support to all Shops as it relates to the overall Point
of Sale, network, receipt printers, and other technology systems
that assist the Field in serving customers
- Ensure all problem calls are resolved and closed in a timely
manner, including follow-up with users to ensure issue
resolution
- Proactively work to improve the overall system performance and
stability
- Identify, diagnose, and resolve all customer issues by using
documented troubleshooting items such as a knowledge base,
previously reported issues, colleague experience, or connecting the
customer to an escalated level of support to properly resolve their
issue
- Be an expert in the operations of Dutch Bros shops; thoroughly
understanding the overall system environment
- Manage problem escalations and work directly with other teams
or vendors to solve technical issues
- Resolve technical problems with Local Area Networks (LAN), Wide
Area Networks (WAN), and general wifi connectivity in a roaming
environment. Utilize tools, processes, training, communication, and
team collaboration to ensure the Dutch Bros shops can stay focused
on serving our customers:
- Log and track Help Desk tickets using a problem management
database and maintain a history of records and related
problems
- Regularly strive to equip employees, vendors, and affiliated
users the perfect tools for their jobs, to include but not limited
to Field employees and Franchisees
- Adapt to nontraditional shops and propose improvements to
standardize shop topology
- Remotely troubleshoot and confirm network connectivity issues;
could include occasional opportunities to travel onsite
- Handle tickets escalated from vendors in a timely manner.
Retain ownership of own assigned tickets and update ticket logs
daily as needed
- Implement temporary solutions for immediate relief, while
documenting long-term resolution plans for permanency
- Continued education as required to enable subject matter
expertise within assigned systems
- Develop and maintain documentation for user-facing and internal
processes Provide second level support for escalated issues, work
with other teams as needed, train/mentor other staff and work
towards improving the overall functionality of IT related systems:
- Partner with research and development teams, vendors, and
service providers to create custom solutions as needed
- Proactively research and locate necessary tools and processes
to identify troublesome trends as they develop
- Identify process and documentation improvements to improve
efficiency and increase productivity
- Develop and maintain documentation for user-facing and internal
processes
- Plan, manage and execute small projects as assigned, which
could include projects involving multiple user departments
- Assist level 1 analysts with escalation and technical
questions/training.
- Resolves level 1 and 2 related issues and escalates issues they
are unable to solve to the appropriate support groups for
resolution
- Have a thorough knowledge of common information technologies,
procedures, support, and point of sale
- Regularly strive to equip employees, contractors, and
affiliated users with the perfect tools for their jobs
- Continued education as required to enable subject matter
expertise within assigned systems
- Work within the Dutch Bros community to promote excellent
customer service, and effective response times, and provide
technical subject matter expertise in the area of responsibility
Job Qualifications
Required:
- Minimum of 4 years of experience in a systems support role,
required
- Experience with LAN, WAN, wireless, LTE and other systems,
required
- Basic understanding of Point of Sale environment: POS, kitchen
displays, loyalty, payments, peripherals, and their
integrations
- Working knowledge of common hardware and popular desktop and
mobile operating systems (Windows, MAC, iOS, Android)
- Proven ability to learn and support new and existing IT
services
- Ability to effectively communicate complex IT concepts
simplistically
- Ability to work in a dynamic environment Preferred:
- Experience with Cisco Meraki Networks; ECMS1 certification,
preferred
- Experience with Jamf MDM for iPad, preferred
- CompTIA A+ Certification, preferred
- CompTIA Network+ Certification, preferred
- Experience with Google Workspace G Suite, preferred
- Experience with Zendesk or other ITSM ticketing solutions,
preferred Preferred Certifications:
- Apple Certified Support Professional (ACSP)
- Jamf Certified Associate
- Cisco Meraki Solutions Specialist
- ITIL Foundation
- Cradlepoint Certified Network Expert (CPCNE) Schedule:
- This role is part of an on-call rotation that will require
weekend and evening work
- Will require 1 - 2 weeks of travel per quarter Competencies
- Adaptable
- Initiative
- Collaborative
- Communication
- Effective Prioritization
- Functional and Tech. Expertise Physical Requirements
- Occasional lifting up to ten lbs.
- Must be able to work in a climate-controlled office
environment
- Vision must be good, or corrected in order to perform essential
job duties
- Hearing must be good, or corrected in order to have the ability
to understand information to perform essential job duties
- Ability to read and write in English in order to process
paperwork and follow up on any actions necessary
- Sitting for extended periods of time
- Manual dexterity needed for keyboarding and other repetitive
tasks
Compensation:
DOE
If you like wild growth and working in a unique and fun
environment, surrounded by positive community, you'll enjoy your
career with us!
Keywords: Dutch Bros., Pearland , Support Analyst II - Field, Professions , Texas City, Texas
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