Help Desk Level 2: Escalation Tech Lead (Hybrid, STL)

panerabread; St. Louis (MO); Hybrid; USD 53,000 - 64,000; Full time

Job summary

Panera Bread in Saint Louis is seeking a Help Desk Level 2 specialist to provide second line support for Field Services Support. You will lead troubleshooting, document resolutions, and mentor first level analysts to improve service levels.

The role requires strong communication, problem diagnosis, and networking knowledge, with an emphasis on timely end-user support across cafes and the Support Center.

Qualifications

• Excellent communication with Cafes and Help Desk staff.
• Proven ability to diagnose situations and adapt approaches.
• Willingness to investigate issues thoroughly and resolve.
• Ability to train and coach others.
• Analyze reports to identify trends and drive changes.
• Experience with troubleshooting computer problems.
• Experience with networking equipment (switches/routers/cabling).
• Familiarity with ServiceNow and related monitoring/tools.

Responsibilities

• Provide second level support at the Field Services Support Help Desk.
• Escalate and troubleshoot to ensure timely end-user resolution.
• Log issues in ServiceNow with context and resolutions.
• Maintain up-to-date knowledge of Panera systems and processes.
• Create training docs for the Help Desk and cafes.
• Work with evenings; training may require day shifts.
• Assist in deployments, system staging, testing or cafe upgrades.

Skills

Communication

Problem diagnosis

Escalation handling

Coaching

Trend analysis

Networking concepts

ServiceNow

Tools

ServiceNow

Dynatrace

Five9

Cisco

SolarWinds

VHQ

Insight

Job description

Panera Bread in Saint Louis is seeking a Help Desk Level 2 specialist to provide second line support for Field Services Support. You will lead troubleshooting, document resolutions, and mentor first level analysts to improve service levels.

The role requires strong communication, problem diagnosis, and networking knowledge, with an emphasis on timely end-user support across cafes and the Support Center.