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About the Role

The Junior Technical Support Analyst provides Level 1 and Level 2 technical support to PAR’s customers, diagnosing and resolving hardware and software issues to ensure customer uptime and satisfaction. This frontline role involves remote diagnostics, coordinating field service, and supporting new system installations.

Responsibilities

Provide Level 1 and Level 2 technical support to customers.
Diagnose and resolve hardware and software issues.
Perform remote diagnostics.
Coordinate field service dispatch.
Support new system installations, staging, and commissioning.
Determine when a customer issue requires remote resolution versus field service dispatch.
Decide when to engage a third-party field service agent and assign tasks.
Prioritize incoming support cases based on severity, complexity, and customer impact.
Assess equipment for repair, replacement, or return shipment.
Determine staging, imaging, and configuration requirements for new installs.
Qualify customer requests against standard support scope or escalate to Sales/Product.
Recommend process, tooling, or documentation improvements.
Provide support to other departments as needed.

Requirements

Demonstrated experience providing Level 1 and Level 2 telephone and remote diagnostic support to customers.
Strong problem-solving and critical-thinking skills.
Ability to troubleshoot hardware and software issues remotely.
Excellent communication and collaboration skills.
Ability to liaise directly and professionally with customers.
Experience coordinating and dispatching field service call-outs with third-party service agents.
Familiarity with data entry and case management in CRM systems.
Experience with remote installations, staging, imaging, and commissioning of new equipment.
Practical experience unpacking, setting up, packing, and shipping point-of-sale registers and related equipment.
Ability to support the handling and shipping of repaired equipment.

Skills

Technical Support
Remote Diagnostics
Hardware Troubleshooting
Software Troubleshooting
Field Service Coordination
CRM Systems
Case Management
System Installation
Equipment Staging
Equipment Commissioning
Point-of-Sale Systems

Location

Remote

Work Type

Full-time

Experience Level

Junior

About the Company

PAR Technology Corporation (NYSE: PAR) has been a leader in restaurant technology for over four decades.
Empowers brands worldwide to create lasting connections with their guests.
Offers comprehensive software and hardware solutions.
Enables seamless experiences and drives growth for over 100,000 restaurants in more than 110 countries.
Embraces a "Better Together" ethos.
Provides Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions, as well as industry-leading hardware and drive-thru offerings.

Equal Opportunity

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
PAR provides reasonable accommodations to individuals with disabilities in accordance with applicable laws.
If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact accommodations@partech.com.
Information about EEO rights as an applicant can be found on the US Department of Labor's website.