Aloha POS Technician / Tier 2 for Datum Technologies LLC in Los Angeles, CA
Some responsibilities include:
Aloha POS Support Technician – Tier 2
We are seeking an Aloha Support Technician – Tier 2 to join our team! You will resolve Aloha System-related issues for our clients.
This is a telecommute/remote/work from home position.
The Aloha POS Support Technician’s role is to ensure proper Aloha POS software, terminal, printer and network operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Technicians will be the initial point of contact for customers engaging Datum Technologies’ Support Center as well as an escalation point for Tier 1 Technicians. Aloha POS Support Technicians are responsible for the logging of all incoming communications (email, voicemail, live calls, etc.) into the Incident Management ticketing system in a timely manner with correct prioritization. The Aloha POS Support Technician will perform troubleshooting for larger Aloha-related incidents using all available resources with the objective of resolving each incident effectively and efficiently.
Field incoming requests from end users via telephone, e-mail or other established Support channels during high volume periods or as required by shift coverage
Document all relevant information including name, department, contact information, nature of issue, troubleshooting steps taken and resolution
Prioritize and resolve incidents as defined with the ITIL methodology
Resolve Aloha issues escalated by Tier 1 Technicians
Provide on-site troubleshooting and repair of Aloha systems when necessary
Perform system staging and configuration for new/replacement Aloha systems
Possible travel to new or upgrading locations to install Aloha POS systems
Train end users at new locations on the use of Aloha as configured for that client
Utilize knowledgebase, FAQ’s, teammates and all other available resources to aid in incident resolution in order to resolve customers’ issues effectively and efficiently
Identify and learn appropriate software and hardware used and supported by the organization
Perform preventative maintenance when needed including checking and cleaning terminals, printers and peripherals
Perform post-resolution follow-ups to help requests
Contribute to overall team effort in achievement of established SLAs
Consistently meet and exceed established benchmarks in performance set forth by management for all Tier 2 Technicians
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