Our Company
At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.
What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.
The Role
We're seeking a
Level 1 Service Desk Technician. This role is designed for providing first-level technical support for restaurant technology and operations systems by responding to incoming support requests, troubleshooting basic issues, documenting incidents, and escalating unresolved problems to higher-level support teams.
You'll play a key role in providing first-level technical support for restaurant technology and operations systems by responding to incoming support requests, troubleshooting basic issues, documenting incidents, and escalating unresolved problems to higher-level support teams.
Location: Must be in Colombia Remote.
Environment: Colombian and International Teams.
Language: Advanced English (B2+ - C1).
Timezone: Monday to Friday 8:00 AM 5:00 PM CST.
Contract: Non-fixed Term Colombian Contract.
Requirements
- Strong troubleshooting skills; able to identify and correct low-level restaurant technology issues
- Strong ability to follow documented procedures with precision
- Excellent communication (written and verbal) skills required
- Maintain clear written ticket notes
- Ability to manage multiple projects simultaneously.
- Knowledge of Quick Service Restaurants (QSR) operations and technology is preferred, but not required.
- Able to communicate with individuals at all levels of the organization, within the restaurant and outside, while maintaining a professional demeanor.
- Able to rationally solve problems and deal with concrete variables.
- Able to speak, read, write and understand the primary language used by employees, customers, etc.
- Strong time management skills
- Ability to work with vendors as needed to communicate ticket issues
- Knowledge of Cloud based POS (or similar POS systems) is preferred but not required.
Education: Bachelor's Degree (BA/BS) from four-year college or university; or equivalent combination of education and experience.
Experience: Knowledge of Quick Service Restaurants (QSR) operations and technology is preferred, but not required.
Skills: Strong troubleshooting skills; able to identify and correct low-level restaurant technology issues. Strong ability to follow documented procedures with precision. Excellent communication (written and verbal) skills required. Maintain clear written ticket notes. Ability to manage multiple projects simultaneously. Knowledge of Cloud based POS (or similar POS systems) is preferred but not required. Strong time management skills. Ability to work with vendors as needed to communicate ticket issues.
Characteristics: Able to communicate with individuals at all levels of the organization, within the restaurant and outside, while maintaining a professional demeanor. Able to rationally solve problems and deal with concrete variables. Able to speak, read, write and understand the primary language used by employees, customers, etc.
Responsibilities
- Support coordinator for the various internal managed ticketing queues including restaurant technology, Back of House (BOH), and guest comments.
- Manages and resolves assigned Tier 1 support tickets and issues related to restaurant technology, Back of House, and guest comments.
- Assists with the communication of new services, systems, tools, tips, technology, products and procedures to system.
- Provides support for IT initiatives by completing assigned tasks such as documentation updates, system testing under guidance, or data entry.
- Escalates unresolved or complex issues to Level 2/3 support teams following established procedures and service level guidelines.
Exposure Opportunities
- May assist in the completion of special projects undertaken by the operations services department related to Back of House and guest feedback systems.
- May support QA efforts by maintaining configuration and data quality in lab or sandbox environments
- May support change control procedures and conducts relevant QA prior to changes reaching production environments.
