IT Field Services Lead - US Northeast

  • New York, United States
  • Technology
  • Full-Time

WHO WE ARE:
REEF KITCHEN is a leading venture-backed food-tech startup aimed at revolutionizing the way restaurants operate and the way customers experience dining. We enable food and beverage brands to launch and expand their reach through delivery-only and tech enabled kitchens, with no investment in infrastructure or operations. We are headquartered in Miami, FL and rapidly expanding across the US.
If you thrive in an entrepreneurial environment and want to be part of a fun team and a values-driven culture driving the digital disruption of the restaurant industry, then read on!

WHAT YOU’LL DO (Essential Functions):
The IT FIELD SERVICES LEAD is an engineer capable of delivering up to Level 3 technical support. The specialist additionally possesses basic management skills, including planning, setting priorities, providing root cause analysis, and problem resolution and resource coordination. The specialist maintains a results-oriented focus and actively seeks responsibility and accountability for results. Meets regularly with the CIO or CTO (frequency to be determined based on need). Ideal candidate will have flexibility with hours and ability to work weekends as needed.

Troubleshoot or support the following:
• Documentation of infrastructure and IT assets
• Routine and preventive maintenance of servers, workstations and user devices
• Levels 1, 2 and 3 end user support
• HW and SW installations and upgrades
• Network security including firewalls, login access, remote access
• Documentation of user support processes and standards
• IT tasks involving shared resources for remote users
• Internet connectivity
• Maintain and document implementation plans
• Test / troubleshoot unknown networking problems
• Terminate Ethernet cables if needed
• Maintain and document implementation plans
• Test / troubleshoot unknown problems
• Terminate Ethernet cables if needed
• Management of Firewall Equipment and accessories
• Coordination of any software installations/upgrades throughout the remote offices
• Scheduling and management of all IS related tasks involving shared resources such as customer vertical market applications and remote access software
• Administration of network security including firewalls, login IDs and passwords in remote locations
• Daily maintenance and procedures for servers and workstations including remote location’s equipment
• Remote access support – all offices
• 3rd Level technical support – all offices
• Procedures for Internet connectivity and Phone System administration and support

Essential Functions – IT Field Services Lead
• Levels 1,2 and 3 technical support (delivered remotely and after-hours)
• Network security for customer's remote offices
• IT asset procurement; inventory & vendor management
• Management of Incident response protocols
• Remote location integration - technical and administrative
• Management of outsourced technical staff
• Accounting, billing, tracking documentation
• Network expansion; VOIP and telephony resources
• Management and coordination of department or office move planning and systems installations
• Install / configure of kitchen hardware including terminals, handhelds, printers and other peripherals
• Install networking devices including routers and wireless access points
• Maintain and document implementation plans

Remote Sites
• Coordination of any software installations/upgrades throughout the remote offices
• Scheduling and management of all IS related tasks involving shared resources such as customer vertical market applications and remote access software
• Administration of network security including firewalls, login IDs and passwords in remote locations
• Daily maintenance and procedures for servers and workstations for remote locations
• Remote access support – all offices
• 3rd Level technical support – all offices
• Internet connectivity

Network:
• Hardware/Software requirements for the network and office expansions
• Corporate Technical policy decisions and negotiations
• Technical integration with remote locations
• Coordination and negotiation with third party vendors
• Internet connectivity configuration/development and ordering process
• 4th Level support escalation for all offices
• Management of any additional staff requirements and resources
• Design and Approval of requirements for new hardware and software
• New office/expansion coordination and implementation
• Inventory management
• Test and troubleshoot issues with network communication
• Conduct thorough inspections of cable lines to ensure the system is working correctly • Repair related poles and towers to resolve cable issues
• Pull, route, or label CAT5 or CAT6 cable
• Install various support structures, including cable racks, j-hooks, innerduct, and other related structures
• Communicate and collaborate with other members of the field service team to resolve complex issues

WHAT WE’RE LOOKING FOR:
• 4 -Year Degree (Computer Science or similar IT degree a plus)
• Ten plus years’ experience in Management of IT services and delivery
• Solid understanding of business applications and technologies used by small to midsize companies
• Excellent written and verbal communication skills
• Excellent problem-solving and mediation to quickly resolve technology issues to the company’s benefit
• Experience with Virtual Technology including VMware, Host servers and SAN Technology
• Experience with logistics and inventory management
• Experience with Network Design and Architecture, VLAN structure, Sub-netting and System Integration technologies and requirements
• Bachelor’s degree in computer science, information systems, or systems management; an applicable certification is important
• Background in Food & Beverage industry and strong understanding of online ordering and delivery systems
• Robust interpersonal and communication skills, with a strong customer service focus
• A disciplined approach with high attention to detail, creativity and innovation
• Ability to work under strict timelines and un-supervised

PHYSICAL DEMANDS:
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Hardware installation and testing as needed
• Pull, route, or label Cat6e as needed
• Frequently operate small office equipment such as computer, calculator, copier/printer
• Will remain in seated position for extended periods of time

WORKING CONDITIONS:
• Normal lifting, sitting, computer exposure for an office-based role
• Extensive time in front of a computer screen, data entry and analysis

BENEFITS:
• Unique opportunity to be part an early stage and fast-growing startup driving disruption in the food-tech space
• Work with a smart, dedicated and passionate team in vibrant culture
• Competitive compensation and equity benefits