Tier 2 Technical Support Agent (Servers) - Remote

Overview

As a Tier 2 Technical Support Agent, you'll be the go-to expert for complex, escalated issues involving restaurant technology, ensuring that systems remain online and operational.

In Short

• Resolve escalated support cases from Tier 1 agents
• Tackle advanced server, POS, hardware, and connectivity issues
• Handle user administration and system configuration tasks
• Conduct root cause analysis for recurring issues
• Document all steps, resolutions, and communications clearly
• Work closely with SMEs, networking engineers, and project managers
• Guide and coach Tier 1 agents through complex troubleshooting
• Identify trends and suggest improvements to reduce recurring issues
• Contribute to the internal knowledge base with detailed technical documentation
• Assist in onboarding and training new hires on restaurant tech tools

Requirements

• 3–5+ years of experience in IT support
• 1–2 years in a Tier 2 or similar technical role
• Hands-on experience with restaurant technology such as Toast, PAR POS, NCR Aloha
• Solid understanding of server environments, networking, and POS troubleshooting
• Excellent English communication skills
• Calm, focused approach to problem-solving under pressure
• Willingness to work flexible schedules and rotating on-call shifts
• Bonus points for technical certifications like CompTIA Network+ or Microsoft Certified: Windows Server

Benefits

• Work in a mission-driven, tech-savvy team
• Opportunity to make a real impact in the restaurant industry
• Flexible working hours
• Professional development opportunities
• Supportive and collaborative work environment