IT Field Services Technician - Arizona

Provide onsite and remote IT support for technology in restaurants. Ensures IT issues are addressed, resolved, escalated, communicated and tracked while focusing on extraordinary customer service.

In addition to following Chipotle’s policies and procedures, principal accountabilities include, but are not limited to:

•Providing tier 1 & 2 IT hardware, software, telephony, and connectivity support to restaurants

•Respond to incoming requests and tickets (e.g., Service Management tools, e-mails, dashboard alerts, chat, telephone calls, voicemail, or onsite) and accurately identify, diagnose and resolve requests and tickets within established SLA standards.

•Escalate requests and tickets as appropriate.

•Update requests and tickets within the call logging software meeting or exceeding established SLA standards.

•Ownership of the health, functionality, and stability of technology within assigned restaurants.

•Plan and coordinate onsite visits to restaurants for proactive maintenance and reactive break-fix issues per established SLA.

•Prioritizes and plans work activities. Uses time efficiently.

•Support Third Party partners performing repairs in existing restaurants and installs of IT systems at new restaurants and remodels

•Support Service Design through the creation and maintenance of documentation for standard Technical Support policies, procedures, and practices.

•Support Asset Management process by tracking, reporting, and monitoring asset status as required; including tracking of equipment replacements and validating current state of assets via organizational asset intelligence tools

•Serving as liaison to various departments within Chipotle to provide assistance and access to information from a restaurant

•Support projects including but not limited to rollouts and upgrades.

•Exhibit strong work ethic and responsible behavior and must maintain the confidentiality of information at all times. Compliance with external regulations (PCI, SOX, etc.) and internal standards.

•A.A. in Computer Science or an equivalent in education and experience

•Software, hardware, telephony and connectivity problem solving

•Strong customer service

•Strong organizational skills and ability to prioritize work to meet deadlines.

•Strong written and verbal communication skills including documentation and communication of status to end users, vendors, and team members

•Ability to adapt to changes in the work environment, manage competing demands and change approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.

•Ability to focus on objectives while being detail-oriented

•Ability to work independently

•Two years experience with IT support responsibilities

•Working knowledge of multi-unit restaurant hardware configurations and software applications and/or supporting or deploying Point of Sale systems preferred

•Experience effectively collaborating with other functions (e.g., executives, facilities, operations, and external partners).

•Experience working in a remote capacity

•Extensive travel, up to 75%

•Conditions include working inside, working around machines with moving parts and moving objects, radiant and electrical energy. Occasionally lifting machines, or boxes weighing up to 50 pounds.

•Working closely with others and working alone

•Working irregular hours, including evening and weekend work.