Technical Support Analyst

Symply Fi is currently seeking several Technical Support Analysts to work full‑time onsite in our Atlanta Office. This position is a L1 tech support role that provides telephone‑based Technical Support for the Symply Fi platform. The ideal candidate for this position will have excellent customer service skills, relevant network‑related IT certifications and a bachelor's degree from an accredited college. This position requires working rotating weekend and 2nd shifts as scheduled.

Experience working in a restaurant or other retail sales environment is a strong plus!

• Work full-time onsite, in the office, as scheduled – including weekend shifts.
• Create and document helpdesk support tickets to track customer issues.
• Follow documentation & workflow procedures to troubleshoot, resolve or escalate customer issues.
• Remotely troubleshoot Layer 1, 2 and 3 network connectivity issues.
• Remotely troubleshoot and resolve network issues with customer end‑user devices including POS, Windows/MAC PCs, tablets and VoIP phones.
• Monitor customer site status dashboard and proactively respond to outages.

• Full‑time, 5 days per week (40 hours per week).
• Weekend shifts as scheduled.
• 2nd shift (11am to 8pm) as scheduled.

• 2 years of telephone‑based customer service or IT helpdesk experience.
• 2 years of experience with PC network & Internet connectivity troubleshooting using ping, trace route, cable tracing, DNS lookup (school, certification or personal home lab experience is ok).
• Basic TCP/IP networking knowledge from school or IT certification including IP addresses, TCP/UDP ports, MAC Address, ARP, DHCP, DNS, IP subnetting & Ethernet.
• Excellent customer service and communication skills – enjoys helping non‑technical users resolve IT issues.
• Positive, outgoing service‑oriented disposition – enjoys working with diverse customers over the phone.
• Available to work weekends and 2nd shift (11am to 8pm) as scheduled.

• Experience working in the restaurant, hospitality or retail industry.
• Experience with retail technologies like POS systems.

• $45,000 starting salary.
• Medical, Dental, Vision Insurance.
• Paid holidays.
• 401K with Matching.
• We pay for your IT certification exams.