IT Networking Specialist

Overview

Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy, and insights to make things better for today and where Chick-fil-A is headed tomorrow.

Specialist, Support Now (Network) role is focused on advanced WAN/LAN troubleshooting, technical coaching and training of network support team, proactive monitoring and auditing of the Chick-fil-A network and resolving chronic network issues at Chick-fil-A restaurants. The Specialist role works with senior leaders across the company. This role is focused on supporting Chick-fil-A Operators, staff, an escalation point for analysts within help desk teams by troubleshooting network issues, as well as triaging these issues by collaborating with vendor business partners. This role works closely with Digital Transformation Team on tool improvement, which aids in quickly identifying the network health of a restaurant. In addition, this role works with Operators, business partners and like-minded professionals to ensure Grand Openings network performances are healthy prior to day one of operations. This role requires an ambitious activator, driven leadership attributes and a high ownership mentality to hallmark success on this team.

• Receive escalations from other Support Now team members
• Support LAN and WAN infrastructure
• Implement audits and configuration-level changes.
• Provide real-time and scheduled technical coaching to analysts, suppliers, and/or network specialists.
• Specialized project work for IT and help desk team
• Support network rollouts and change requests
• Owner of chronic network restaurant process
• Participate in knowledge management and publish self-service articles
• Provide support feedback to business partners (Suppliers)
• On-call for after-hours network escalations
• Saturday's rotation
• Special project assigned by leadership.
• Develop and grow technical skills by attending regular meetings and training activities.
• Recommend process and procedure enhancements where appropriate
• Responsible for understanding and following all support processes and procedures
• Backup to Senior Network Specialist

• 3-5 years of relevant IT experience
• Experience with continuous process improvement, project and process management, and vendor management
• In process to earn CompTIA Network+ Certification
• In process to earn CCNA certification within next 12 months

• Bachelor's Degree in Business, Technology, or related field
• 3-5 years of relevant work experience
• Juniper certification preferred
• Experience with software or hardware troubleshooting, understands network routing protocols, and project management
• Restaurant experience a plus
• Preferred CCNA, Fortinet Network Security, CompTIA Network Plus, OSI Model Knowledge, and Certified Wireless Network Administrator
• Knowledge: OSI model, KEVLAR network, firewall and routing, Wi-Fi knowledge and understanding of Chick-fil-A's standard suite of work solutions - Word, Excel, PowerPoint
• Skills: technical proficiencies that are learned through job training (e.g., proficient in collecting and analyzing complex data, outstanding verbal, and written communication skills)
• Abilities: The capacity to apply knowledge and skills as well as characteristic attributes (e.g., ability to use good reasoning to interpret data, ability to build strong relationships)