Help Desk & POS Technician

Reporting to the Director of IT, the Help Desk & POS Technician is responsible for providing critical support to the IT function through the Help Desk and supporting end users with POS systems in-venue. The position is based out of Concorde Group Administration’s Head Office, overseeing all of Concorde’s affiliated venues and brands.

WHO WE ARE

Concorde Group entered Calgary’s hospitality scene in 1+87 with the opening of Republik, a college bar dedicated to alternative music fans and 35 years later has grown to become one of Canada’s largest and most diverse hospitality companies. Now with a total of 21 establishments under its banner, each with its own unique vision, Concorde Group remains focused on bringing exceptional dining and entertainment experiences to Calgary. Whether you're looking for a seat on a patio, a gourmet meal, a counter-served burger and shake or a night out on the town, Concorde Group is always at the heart of fun offering something for all Calgarians.

WHAT WE OFFER

Competitive annual salary.
RRSP matching.
Monthly meal allowance to use at Concorde venues.
Monthly cell allowance.
Paid parking
Comprehensive group health benefits after +0 days.
25% Company-wide food & beverage discount & access to frequent local business discounts/specials

WHAT YOU'LL DO

Customer Service and Training:
Provide excellent customer service and communication, including follow-ups to ensure resolution.
Answer phone calls, emails, and ticketing system requests from users.
Provide network and desktop support for Head Office and remote locations.
Provide guidance and training to users on IT systems and software.
Provide on-site support in a very customer-oriented environment regarding mobile devices, computers, tablets, printers, digital signage, iPads, and POS.
Contact ecommerce customers regarding transactions.
Assist in the maintenance, operations, database management and end user training of POS systems.
Regularly travel to the venues to resolve IT / AV related issues.
Technical Support:
Assisting users with desktop, point of sale, network, or software troubleshooting, updating required software, firmware or applications.
Resolve and troubleshoot software application errors, printer issues, hardware and software configuring and installations, operating system patch management, performing basic network and server level troubleshooting.
Assist with the installation, configuration, and maintenance of computer hardware and software.
Create, modify, and manage Windows/POS user accounts, on-board new users and provide network access.
Configure and maintain physical / virtual desktop workstations or laptops (including mac)
Identify, log, and address IT incidents to restore normal service.
Ensure that all equipment is kept clean and maintained in excellent working condition through personal inspection and by following preventative maintenance procedures.
Documentation and Record Keeping:
Maintain accurate records of customer interactions and resolved issues.
Update, maintain & monitor various ecommerce platforms for participating venues.
Ensure all required paperwork, including forms, reports and schedules is prepared in an organized and timely manner.
Update tickets and assignments according to established procedures.
Ensure that all equipment is received in correct unit count and condition and deliveries are performed in accordance with receiving policies and procedures.
Other duties as required and assigned from the Head of IT, business, and technology services.

WHAT YOU HAVE

At least 1-2 years of work experience in an IT support or help desk position is required.
Restaurant/ hospitality experience is a strong asset.
Provide off-hours support (as required) to maintain the health of IT infrastructure.
Experience with Point-of-sale systems such as Micros RES3700, Square, Oracle Simphony is preferred but not required.
Experience with management of O365 is preferred but not required.
Experience with Meraki and Ubiquiti network equipment is preferred but not required.
Strong understanding of both Mac and Windows ecosystems to be able to provide support to all users.
Strong communication and interpersonal skills to effectively interact with users.
Possesses a strong understanding of computer hardware, software, and network technologies.
Proficiency in remote control software, databases, and other help desk tools.
Must be able to work on-site from June 25th – July 25th each year (Vacation blackout period)
Must be willing to participate in an on-call rotation.