IT Support Technician II - Lumen Field

Job Summary

Summary:
As the IT Support Technician II, you will be responsible for facilitating our partner’s success through the appropriate use of Levy/Compass Group technology.  You will report to the Director of Operations, but work closely with IT Field Systems, POS vendors, partner IT contacts, and other Levy departments to ensure all Levy software and hardware systems are functioning properly. This position will include advanced troubleshooting and administration of our Point of Sales (POS) platform. Support POS user account creation, item configuration, menu adjustments and end-to-end testing with guidance from Operations and IT Field Services.

Responsibilties:

• Customer Service Oriented: Strong interpersonal and communication skills to effectively engage with guests, staff, senior leadership and external vendors
• Provide support: Help users with IT and POS-related problems, such as using applications, software, printing, operating systems and hardware
• Educate: Teach users how to use new applications and how to use their devices correctly. This includes PCI compliance education and training for end users using POS terminals
  Troubleshoot: Diagnose and fix hardware and software issues including but not limited to:
• Point of Sale (POS) Hardware: Terminals, Printers, Tablets, etc
• Office Equipment: Laptops, Desktops, Printers, Servers, etc
• Install and set up: Install new equipment and upgrade existing systems
• Maintain: Ensure that systems are up to date and working properly. Responsible for all Levy IT assets, including all POS equipment
• Document: Record issues and solutions, and update Standard Operating Procedures (SOP) and Knowledge Base (KB) articles 
• Proactive maintainenance: Perform proactive maintenance to ensure smooth IT operations in collaboration with Levy Operations, Partner IT and IT Field Systems teams

Minimum requirements:

• Ability to troubleshoot application, software and hardware issues
• Understand, manage and execute technical priorities, standards and procedures for existing and future systems as directed
• Own and manage support tickets through resolution, ensuring timely follow-up, escalation when necessary, and clear communication with stakeholders
• Assist in the planning, coordination and execution of POS and system installations and upgrades
• Understanding of network fundamentals and topologies including working knowledge of Ethernet and wireless technologies
• Proficient with Microsoft Office
• Experience with Point-of-Sale systems such as VenueNext, MyVenue, Tapin2, Amazon Just Walkout (JWO) and Square
• Serve as a liaison between Levy, the partner and third-party POS providers, ensuring seamless integration, troubleshooting, and performance optimization
• Build and maintain strong working relationships with internal stakeholders including managers, directors, VPs, and C-suite executives, providing regular updates and strategic IT support
• Delegate and oversee IT-related tasks to hourly support staff during events, ensuring efficient task execution, adherence IT protocols and focusing on guest satisfaction and operational continuity
• Available to work multiple shifts (weekdays, weeknights, weekends, & holidays)
• Some travel required
• Positive demeanor and can-do attitude
• Solid written and verbal communication skills
• Ability to work independently without close supervision
• Ability to stand for extended periods of time
• Ability to lift up to 40 pounds
• Other duties as assigned