Technical Support Specialist

Job Description


SCI, developer of the FOOD-TRAK Food and Beverage Management System, a 37-year-old industry leader in innovation provides inventory management, procurement automation, and culinary control software to clubs, resorts, hotels, casinos, convention centers, sports venues, hospitals, grocery stores and other complex food service organizations. The position offers a good salary, great work environment, generous vacation policy, health insurance plan and profit-sharing! Upward mobility is definitely the vision as the company positions for hyper growth!


The ideal candidate has the following characteristics:


• Great personality with instant likability – especially over the phone

• Possess a patient and helpful demeanor

• Good communication and listening skills

• Organized and detail-oriented

• Intelligent and self-motivated

• Loves to work hard and diagnose problems


The position involves supporting new and existing clients as well as internal customers in various technical aspects. Technical Support Specialist tasks will include:


Primary Duties


• Work one-on-one with clients via ticketing system, phone or e-mail effectively and professionally

• Problem solve client issues to either resolve or escalate to next level support as required

• Efficiently answer client questions

• Actively learn procedures for installation, management and troubleshooting of all FOOD-TRAK products

• Actively learn the FOOD-TRAK Food and Beverage Management Software

• Contribute to and maintain the knowledgebase

• Provide backup support for Lead Technical Support Specialist as needed


Internal Office Duties


Provide technical support to internal customers for computer hardware and software applications including, but not limited to:

• Microsoft Windows and Office

• Microsoft CRM

• Cloud based file sharing system

• Computer and mobile device troubleshooting


SCI is a Microsoft partner and shop. Candidates must have a strong technical understanding of Windows desktop, server operating systems and network environments including network security. Given the variety of work to be performed, the ideal candidate has the following skills:


• Windows clients: 7, 8/8.1, 10 installation and configuration

• Windows server 2008R2, 2012, 2016 installation and configuration

• SQL Server 2008R2, 2012, 2014, and 2016 installation, configuration and simple queries helpful

• Internet Information Services (6.0/7.0) • COM+ setup and configuration

• Windows file level permissions


Additional desirable qualifications:


• Previous help desk experience

• Previous QA testing experience

• Experience with cloud servers, and website management

• Experience with VMWare and VSphere



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