The opportunity
Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
What you'll do
Receive, log, triage, and resolve incidents and service requests submitted via Slack, Email, and ServiceNow.
Provide Level 1 and Level 2 support for operating systems (macOS Tahoe,: Windows 11, Linux), productivity suites (Microsoft 365, Google Workspace), collaboration tools (Teams, Zoom, Slack) and business applications.
Diagnose and resolve hardware faults on desktops, laptops, monitors, printers, and peripherals.
Manage and update tickets throughout their lifecycle in ServiceNow, ensuring: accurate documentation of troubleshooting steps, resolution notes, and time tracking.
Escalate complex or unresolved issues to Level 3 support or specialist teams with full documentation.
Meet or exceed defined SLA targets for response and resolution times.
What they're looking for
- Manage the full lifecycle of IT assets including procurement intake,: configuration, deployment, tracking and retirement.
- Maintain accurate records in the IT Asset Management (ITAM) system for: laptops, monitors, accessories and peripherals.
- Conduct periodic asset audits to verify inventory accuracy and flag discrepancies.
- Prepare and configure new-hire equipment (laptop imaging, software: provisioning, account setup) across macOS, Windows, and Linux environments.
