Careers & American Blue Ribbon Holdings

American Blue Ribbon Holdings is dedicated to becoming the premiere diversified food service company committed to exceeding the expectations of our guests and varied customers. We currently operate more than 650 company and franchise restaurants in 43 states under the Village Inn, Bakers Square, O'Charley's and Ninety Nine brands. We also own and operate Legendary Baking, comprised of three bakery facilities which supply our restaurants and other food service and retail customers with a variety of high quality baked goods and "The Best Pie in America".

ABRH goals will be achieved through leveraging the expertise of our highly experienced management team, soliciting investor insight, maximizing the efficiencies of our shared service platform and the strong execution of our strategic initiatives. By taking full advantage of the combined synergies of our operating companies to provide purchasing power and other shared service functions, we are able to enhance profitability and deliver solid returns for our investors in an extremely competitive market place. We accomplish this within the framework of our Vision, Values and Culture guidelines that ensure a positive work environment for our more than 35,000 team members.

We offer a Competitive salary supported with comprehensive health and benefits programs including:

  • Medical, Dental & Vision Insurance
  • Flexible Spending Accounts
  • Life Insurance (Provided at no cost to team member)
  • Supplemental Life Insurance
  • Accidental Death and Dismemberment
  • Short & Long-Term Disability
  • 401(k)
  • Employee Assistance Plan
  • Paid Time Off - Earn based on policy

American Blue Ribbon Holdings is an Equal Opportunity & E-Verify Employer.

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Service Support - Tier 2 (Retail)

NSC Technology
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Job Description

Job Summary:

This position will be part of an enterprise help desk functional group supporting multiple POS solutions for multiple brands.  This role is responsible for day-to-day support for the store retail systems through analysis, diagnostics, testing, and documentation.  It maintains responsibility for assessing, working, resolving tickets assigned to the Retail Team. This position will work with store operations personnel and all IT departments to ensure systems are functioning as designed and if not work with those departments to resolve issues and find root cause. This position will act as the support escalation path to Tier 3.

 

Essential Duties:

  • Ensure stores are properly supported when they have application errors or applications not operating.Isolates problems from symptoms and implements a resolution.
  • Ensure tickets assigned to the Retail Team are updated daily with the most recent information, to ensure all teams looking at a ticket understand the status.
  • Dispatch third party vendors to resolve technical issues that can’t be resolved remotely. Follow up with Help Desk member or vendor to ensure problem resolution and the call is closed.
  • Maintain and document processes used in troubleshooting store systems and end user systems.This documentation will be used by Help Desk Support team as part of their duties.
  • Monitoring of daily file systems to ensure they have run properly to completion and verify information has been received from stores. Work to retrieve missing data.
  • Communicate urgent and/or ongoing issues at individual stores or groups of stores.
  • Troubleshooting store hardware including stores’ office computer, office printer, POS terminals, printers, KDS equipment, and other peripheral hardware, as well as phone, network and other telecom equipment.
  • Provide work direction and mentoring for less experienced Tech Support personnel.
  • Works closely with Retail Team to test software, development modifications and possibly assist with deployment.
  • Provide project assistance as needed.
  • May be asked to attend daily Hot Stores meeting to provide updates on stores with chronic issues
  • Understand and run Incident Management process if needed.
  • Perform other related duties as assigned
Skills & Requirements Qualifications