Senior Analyst, L2 Restaurant Tech Support

Socket.dev; Coppell (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work schedule

Dining discounts

On-site gym

Casual, collaborative atmosphere

Job summary

Brinker International is seeking a Sr Analyst, L2 Restaurant Tech Support in Coppell, TX. This role provides advanced technical support for restaurant systems, investigates issues, and escalates where needed to ensure minimal downtime for operations.

The position involves after-hours and rotating on-call weekends to support restaurant operations across Chili’s Grill & Bar and Maggiano’s Little Italy.

Qualifications

• Technical support or service desk experience.
• Level 2 restaurant technology experience preferred.
• Strong communication and incident documentation skills.

Responsibilities

• Resolve incidents escalated by Level 1.
• Provide advanced support for restaurant technology (NCR BackOffice, Aloha, Ziosk).
• Utilize Active Directory, JAMF, Meraki to investigate issues and restore service.
• Create, review, and maintain KBAs and Known Error documentation.
• Lead knowledge sharing and training for Level 1 Analysts.
• Document incidents clearly and collaborate with teams.

Skills

Analytical thinking

Troubleshooting

Incident management

Communication skills

Customer service oriented

Collaboration/mentoring

Tools

Active Directory

JAMF

Meraki

NCR BackOffice

Aloha Configuration Center

Ziosk

SSMS

Job description

Sr Analyst, L2 Restaurant Tech Support

Coppell, TX

What does it mean to be a BrinkerHead?

It means creating moments that make everyone feel special — whether you're supporting our restaurants, celebrating wins with your team, or sparking ideas that keep Guests coming back. We play like a team, take pride in our culture, and know that life's too short not to work happy.

At Brinker's Restaurant Support Center (RSC), every role fuels the success of our brands — Chili's® Grill & Bar and Maggiano's Little Italy® — and directly impacts Team Members and Guests. From bold ideas to everyday support, we help create a fun atmosphere, great food and drinks, and the kind of hospitality that keeps everyone coming back. Here, you'll discover opportunities for career growth, belonging, wellbeing, and plenty of chances to work hard and have fun.

Brinker International is an equal opportunity employer. We're proud to provide a welcoming, respectful environment where everyone can thrive.

Job Summary

The Level 2 Restaurant Systems Support Analyst provides advanced technical support for restaurant systems and serves as an escalation point for issues that cannot be resolved by Level 1. The role focuses on restoring service, troubleshooting restaurant technology, reducing recurring incidents, and driving Left Shift initiatives that strengthen Level 1 capabilities and improve the overall restaurant support experience.

This position works an after-hours schedule during the week and participates in a rotating on-call weekend schedule to provide critical support for restaurant operations.

What You'll Do

• Receive, troubleshoot, and resolve incidents escalated by Level 1 or assigned through automated workflows.
• Provide advanced support for restaurant technology, including laptops, iPads, NCR BackOffice, Aloha Configuration Center, Ziosk, kitchen display and network printers.
• Utilize Active Directory, JAMF, Meraki and other technical tools to investigate issues and restore service.
• Identify and implement appropriate workarounds when immediate service restoration is not possible.
• Create, review, and maintain Knowledge Base Articles (KBAs) and Known Error documentation.
• Drive Left Shift through knowledge creation, training, improved documentation, and coaching of Level 1 Analysts.
• Identify recurring incidents and trends and partner with appropriate technical teams to address
• Maintain clear and accurate incident documentation and collaborate with technical teams, vendors, and business partners as needed.
• Provide reliable weekday after-hours support and participate in the team's rotating on-call weekend schedule, ensuring critical incidents are appropriately addressed and escalated.

What You Bring to the Team

• Foremost is understanding what great service looks like and a heart for delivering high levels of support to our restaurants.
• Technical support, Service Desk, desktop support, or related IT experience; Level 2 or restaurant technology experience is preferred.
• Strong analytical thinking, troubleshooting, and problem-solving skills.
• Experience with restaurant technology such as NCR BackOffice, Aloha Configuration Center, and Ziosk is preferred.
• Working knowledge of Active Directory, with experience using JAMF, Cisco Meraki, and CMDB tools preferred.
• Familiarity with Microsoft SQL Server Management Studio (SSMS) and basic SQL querying is a plus.
• Strong verbal communication, customer service, technical writing, and incident documentation skills.
• Ability to work independently, manage multiple priorities, make sound escalation decisions, and operate with a strong sense of urgency.
• Ability to collaborate effectively, coach and share knowledge with Level 1 Analysts.

Why Brinker

At Brinker, we believe life is short, so work happy! That means creating an environment where you can grow your career, feel a sense of belonging and wellbeing, and have fun along the way.

Here's how we make that real for our BrinkerHeads at the RSC:

• Flexibility that fits your life: Hybrid schedules with weekly flex days to work from home.
• Enjoy our brands: Generous dining discounts at Chili's® Grill & Bar and Maggiano's Little Italy®.
• Wellbeing at work: On-site gym and fitness classes like yoga and boot camp.
• A culture worth celebrating: From company-wide events to a casual, collaborative atmosphere, you'll find plenty of ways to connect, work hard, and play hard.