Technical Support Analyst

**About Us**

Mad Mex is focused on one thing, making and sharing the world's best burrito by being the Most Loved and Respected Mexican Food Brand. With over 70 Restaurants across Australia (and an epic growth pipeline), we’re driven by our passion to share the food and culture of Mexico with our customers every day.

**About the role**

Service Desk:

- Ensure that all technical support enquiries, issues, and/or requests are logged in the helpdesk ticketing system
- Monitor the helpdesk system daily to ensure that all incidents and/or requests are assigned, closed, or being addressed
- Manage, prioritise, and address all incoming helpdesk incidents and requests
- Escalate any required helpdesk tickets to the relevant escalation contacts where and when necessary
- Provide regular helpdesk weekly reporting to the IT Manager and the rest of the IT team
- Inform the IT team when incidents occur out of the ordinary due to problems
- Maintain the helpdesk reports and alerts
- Provide technical support for all support office staff for software, hardware, and network issues including, but not limited to, POS software and hardware, the POS online portal and reporting, Windows and MAC, Office desktop apps, Office 365 cloud software and services, peripherals, anti-virus, remote software, internet, VOIP, meeting room conferencing and display equipment, and more
- Provide technical support for all restaurant staff for authorized software, hardware, and network issues including, but not limited to, POS software and hardware, the POS online portal and reporting, Inventory, Eftpos, Windows, Office desktop apps, Office 365 cloud software and services, laptops, desktops, peripherals, anti-virus, remote software, internet, network, modem, router, switches, 4G dongles, NBN, and more

IT Operations:

- Maintain the daily IT checklist of ensuring the smooth operation of infrastructure backups, exports and data synchronisation, restaurant and support office internet and network, and other business critical tasks and processes
- Source, test and implement new versions of software and hardware for the restaurants and for the support office
- Ensure routine maintenance is carried across the business where applicable
- Maintenance and administration of systems including, but not limited to, WiFi, Internet, firewalls, routers, switches, access points, printers, VOIP, and more
- Monitoring of resources required for reliable and efficient delivery of all hardware, systems, and network infrastructure and services
- Maintain and regularly update IT software, IT asset management, IT knowledge base, licensing, procurement, and other internal IT databases and documentation
- Maintain networking hardware and systems in restaurant
- Manage POS change requests (e.g. discount requests, price changes, LAM buttons, menu item requests, touchscreen creation or modification, POS buttons, and more) in connection with Marketing, Supply Chain, Operations, IT, and the restaurants
- Assist in the maintenance and support of our CRM and BI systems

**Qualifications & Experiences**:

- Exhibit excellent verbal and written communication skills.
- Showcase strong people skills.
- Embrace a willingness to learn and adapt to new ideas.
- Possess a strong attention to detail and be highly organised.
- Understanding and experience with Active Directory, Azure AD, Group Policy/Intune, Windows Desktop and Server Operating Systems, Office 365, PowerApps, and SharePoint Online
- Effective Communication - remote
- Proactive documentation expertise and the passion to proactively grow the knowledge base
- Knowledge of IT best practices and/or ITIL principles
- Understanding of the restaurant first mentality to be able to prioritise critical business issues over others
- Experience providing exceptional customer service to all users
- Understanding of standard network and infrastructure troubleshooting and maintenance
- Experience with Atlassian Jira Service Desk or similar
- Have used remote access software such as TeamViewer or alternatives

**Come and join the brand that has recently been voted Australia’s Top Premium Restaurant Brand and placed in the Top Ten Franchise Brands in Australia