Support Specialist II

Department: IT Support

Reports to: IT Support Manager

FLSA Status: Exempt

Location: Columbus, Ohio

Travel Requirement: Up to 20 percent

Brand: Charleys Cheesesteaks & Bibibop

Position Summary

The Support Specialist II provides advanced technical support for our corporate teams and more than 900 Charleys and Bibibop restaurants. This role focuses on complex restaurant technology issues, particularly ParTech or Brink POS and payment processing systems. They handle the escalations that require deeper troubleshooting and see issues through from initial diagnosis to full resolution.

Key Responsibilities

• Provide advanced troubleshooting for ParTech or Brink POS, payment processing systems, kitchen hardware, and related technology.
• Perform remote diagnostics and onsite visits when hands on support is required.
• Resolve escalated hardware, software, network, and application issues for corporate and restaurant users.
• Conduct root cause analysis and collaborate with vendors and IT teams to implement permanent fixes.
• Support new store openings, hardware refreshes, system upgrades, and rollout initiatives.
• Create and maintain knowledge base articles, runbooks, and troubleshooting guides.
• Participate in rotating on call schedule to ensure coverage outside normal business hours.
• Continuously improve support processes, documentation, and tools.
• Perform other related duties and special projects as assigned.

Qualifications

• Bachelor’s degree in a related field is preferred, or equivalent experience in IT support.
• Two or more years of IT support experience with demonstrated Tier 2 responsibilities.
• Strong troubleshooting skills across POS, payments, and restaurant technology.
• Experience with ParTech or Brink POS is strongly preferred.
• Calm and clear communication abilities during urgent store impacting issues.
• Ability to fully resolve issues rather than implement temporary fixes.
• Strong documentation and knowledge sharing habits.

Work Environment & Physical Requirements

This role may require occasional visits to restaurant or office locations, which may involve prolonged standing, exposure to kitchen environments, and light lifting. Reasonable accommodations will be made as needed.