Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

As a Field Support Analyst at Toast, you will provide expert level support to our Toasters in a dynamic and fast paced environment. You will focus on supporting a primarily Mac OS focused environment, as well as a small fleet of Windows computers. As a Field Support Analyst you will partake in the in-person support offered to Toasters so they stay up and running with the most productive tools available. A major part of this role will be to understand the trends and escalations of issues Toasters are having with their technology and partner with the appropriate teams such as Help Desk and Asset Management to see through the proper solutions. Excellent written and verbal communication required to be successful in this role so we can collaborate cross functionally regarding the needs of all teams at Toast. We are looking for a real self-starter who is not afraid to roll up their sleeves and build processes and procedures to evolve the technical experience of our Toasters.

About this roll* (Responsibilities)

• Work closely with cross functional teams to ensure office spaces are supported in varying scenarios that utilize technology such as Zoom rooms, conference spaces, and on site training.
• Deliver outstanding customer service to our internal teams who are seeking support with their laptop and hybrid office technology
• Partner with stakeholders to understand their needs and effectively communicate with management in order to drive change.
• In person support of user endpoints, Zoom conferencing spaces, peripherals, printers, and relative hardware  - 50%
• Create, document, and modify technical solutions, processes, and procedures 20%
• Innovate the hybrid working experience by partnering with stakeholders in offices worldwide to ensure we are keeping up with industry trends and raising our standards.  - 20%
• Collaborate across teams at Toast to ensure hardware and software is performing appropriately and escalate issues to leadership - 10%

Do you have the right ingredients*? (Requirements) 

• 1-3 years of Technical Support Experience in a fast-paced environment
• Experience in supporting Mac OS and Windows
• Experience with Google Admin & Google Suite
• Experience with a ServiceNow or other ITIL focused ticketing systems
• Previous experience with any of the following SaaS: Office 365, Okta, Slack, Zoom, and Jamf
• Technical writing experience
• A/V equipment experience
• Curiosity and enthusiasm for new technology
• Proven ability to multitask and change priorities as needed

Special Sauce: (non-essential skills, nice to have) 

• Experience working events with A/V equipment required
• Comptia A+, Security +, Network + 
• Basic understanding of Meraki network monitoring services
• Experience with basic Mac or Windows laptop repairs
• Experience working with high profile customers such as executives or SLT

Our Spread of Total Rewards 

• Unlimited Vacation
• Sabbatical opportunity after five years
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• Various peer and company recognition programs 
• 401(k) and matching
• Medical, Dental, & Vision Coverage
• Mental Health Benefits
• Subsidized backup childcare

*Bread puns encouraged but not required

#LI-CD