Hardware Support Analyst

Job Description

Job Description

Looking for a Fully Remote Hardware Support Analyst.

The Hardware Support Analyst is responsible for coordinating additional hardware requests and ensuring they are fulfilled according to Chick-fil-A standards and the Operator's expectations. They work closely with product owners and vendor partners to ensure all identified hardware issues are resolved and retired hardware is disposed of properly. This role is also responsible for collecting unreturned equipment from stores and maintaining accurate inventory counts of DTT hardware in our restaurants.

• Hardware Meetings
o Conduct/attend regularly scheduled Vendor hardware review meetings (currently Client & HonorBuilt) to raise issues, discuss hardware support trends, and represent Chick-fil-A hardware support needs.
o Conduct regularly scheduled CFA hardware review meetings to keep CFA Staff informed on weekly hardware support progress.
o Provide periodic Progress Reports to the Technology Delivery & Service team

• Additional Hardware Requests
o Collaborate with installation vendors to ensure equipment is ordered, delivered, and installed according to the request submitted.
o Monitor Additional Hardware requests to ensure all requests are fulfilled according to the Operator's expectations and updated in ServiceNow appropriately.
o Compare Additional Hardware Request invoices against the ServiceNow request documentation to confirm the invoices reflect the completed work performed.
o Follow up with restaurants to determine quality of service from vendors.

• Out of Scope (OOS)
o Compare OOS invoices against repair diagnostic reporting to confirm requested repairs were evaluated and not covered under warranty.

• Return Merchandise Authorization (RMA)
o Ensure RMA hardware is collected from stores and returned to the proper vendors to complete requests.
o Proactively collect Unreturned Equipment (URE) from stores to avoid unnecessary fees.
o Coordinate the fulfill of outstanding RMA's with like equipment (same model number) from inventory in storage.

• Monthly Maintenance Fee Administration
o Audit hardware additions and removals to maintain an accurate count of Registers and KPS equipment physically present in stores. (i.e. Review GO/Remodel Hardware requests, Additional Equipment requests, Remove Old Equipment requests, Store Closures, and POS Refresh).
o Compare Register and KPS hardware present in stores against the monthly Client Hardware Support invoices to identify and address any discrepancies.
o Maintain and distribute a monthly spreadsheet listing total Register and KPS hardware counts for all stores in each month in order to apply IT Hardware Support Fees to a store's FCR.

• Hardware Communication & Documentation
o Maintain hardware installation guides, user guides, and the hardware responsibility matrix (in conjunction with Corporate Communications, project teams, and vendors).
o Create & maintain hardware request notification templates delivered via ServiceNow.

• Hardware Support (VeriFone, PAX, Client, HonorBuilt, and Source Technologies)
o Ensure on-going installation and hardware support questions submitted to the DTT Hardware mailbox get resolved.
o Ensure on-going installation and hardware support escalations from CFA HELP get resolved.
o Ensure Operators and/or restaurants receive timely updates on open requests and inquiries.
o Follow up with restaurants to validate on hand hardware inventories. Format varies depending on task (email, call, or online survey).
o Monitor the quality of hardware break fix requests (Build, Delivery, and Responsiveness)
o Facilitate proactive maintenance requests as initiated by CFA Help or monitoring services.

• Hardware Retirement
o Monitor the Return Old IT Equipment process in ServiceNow to ensure unwanted hardware is sent to HonorBuilt for Hardware Storage.
o Coordinate the disposal or recycling of retired hardware while obtaining a Data Sanitization or Certificate of Destruction letter for devices with sensitive data.