Technical Support Coordinator

Schedule & Travel

• Schedule: A 4-by-10 work week (Sunday to Wednesday, 7 AM to 5 PM MST). Note: Work hours may be subject to change based on business needs.
• Travel: This is a remote position based in Edmonton, AB. Travel is required for new restaurant openings across Canada and the US, and locally within Edmonton, AB, to support Technology and Operational needs.

Role Responsibilities

• Act as the first point of contact for support-related requests via email and phone, providing Level 1 troubleshooting for technology-related issues and escalating to Level 2, 3, and 4 as needed.
• Monitor and ensure adherence to Service Level Agreement targets while identifying and resolving recurring issues.
• Support hardware lifecycle tasks, including setup, configuration, troubleshooting, and administration for head office and restaurant environments.
• Liaise with third-party vendors for technology installation, repair, or removal, and support restaurant openings with operational needs.
• Troubleshoot wireless networks, telecommunications systems, POS and KDS hardware, payment platforms, account management, printers, and video conferencing solutions to ensure day-to-day full system functionality.
• Support the upkeep of accuracy in all processes and documentation to ensure they are up to date, suggesting relevant updates and addressing gaps.
• Communicate IT changes effectively with restaurant operators and the head office to ensure smooth transitions.
• Support cross-functional projects through implementation, analysis, and execution.
• Travel to restaurants to provide hands-on support, training, and collect feedback from end users.
• Weekend and off-hours work as required.
• Travel to restaurant openings to support all Technology and Operational needs, including hardware installation, troubleshooting, and live support.

Qualifications

• Minimum of 1 year of technical support experience is preferred.
• Competent with technology and proficient with Google Workspace, OS, Android, and Windows, and networking fundamentals. Familiarity with Active Directory and IT ticketing platforms such as Zendesk is an asset.
• Previous or current hospitality or retail experience is preferred.
• A degree in Information Technology, Information Systems, Computer Science, or a related field preferred.
• Excellent communication, leadership, problem-solving, organization, and analytical skills.
• Experience working in a team-oriented, collaborative environment, both remotely and in person.
• Demonstrated documentation and process development skills.
• Quick learner who enjoys new challenges and is coachable and open to direction.
• Ability to manage high-pressure situations and deal with challenging issues.
• Self-interest in keeping abreast with technology and industry best practices.

Bonus Points

What We Offer

• Competitive annual salary, commensurate with experience and qualifications, complemented by all the perks and benefits below. Individual pay is based on job-related skills, relevant experience, education and/or training, and internal equity.
• Comprehensive health care benefits effective from your first day
• A healthy lifestyle spending account to support you in living your best life
• Employee Assistance Program
• Earls 50% discount card for food and drinks at all Earls Kitchen + Bar, the Beachhouse, Birdies Eats & Drinks, LOCAL Public Eatery, and JOEY Restaurants locations
• 3 weeks vacation
• Make Life Awesome Week
• Opportunity to be a part of our partner-led Employee Resource Groups (ERG), designed to bring our greater communities together through mutual causes and shared experiences
• Travel opportunities for company events, new restaurant openings, and more!
• Leadership programs with career development and opportunities for advancement
• Awards, recognitions, team-building events, and more!

APPLY NOW