Technical Operations Analyst

FTS, Inc.; Atlanta (GA); On-site; USD 75,000 - 95,000; Full time

Job summary

FTS, Inc. seeks a Technical Operations Analyst to support enterprise restaurant technology across multiple locations. You will act as the primary escalation point for complex incidents involving POS systems, payments, networking, and endpoints to maximize uptime and efficiency.

The role requires strong troubleshooting, analytical skills, and collaboration with IT, operations, and vendors to rapidly restore service and minimize business impact.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or MIS or equivalent experience.
• 3+ years in Technical Operations, IT Support, Infrastructure Support, Network Operations, or Help Desk escalation environments.
• Experience supporting POS systems, payment technologies, or multi-site restaurant environments.

Responsibilities

• Serve as the primary escalation point for complex hardware, software, and infrastructure issues across multiple locations.
• Manage ticket intake, triage, prioritization, and routing to appropriate support teams with timely resolutions.
• Investigate, diagnose, and resolve high-impact incidents affecting restaurant operations and customer transactions.
• Communicate issue status, impact, and resolution steps to stakeholders throughout the incident lifecycle.

Skills

POS systems

Networking

Windows OS

Payment processing

Troubleshooting

Log analysis

Education

Bachelor's degree in IT or related

Tools

SQL

Scripting

Job description

The Technical Operations Analyst serves as a critical member of the IT Operations team, responsible for supporting and maintaining enterprise restaurant technology systems across multiple locations. This role acts as a primary escalation point for complex technical incidents involving POS systems, payment processing, networking, infrastructure, and endpoint technologies. The ideal candidate combines strong troubleshooting capabilities, analytical problem-solving skills, and cross‑functional collaboration to ensure maximum system uptime and operational efficiency.

Key Responsibilities

• Serve as the primary escalation point for internal teams, external business partners, vendors, and field operations regarding complex hardware, software, and infrastructure issues.
• Manage ticket intake, prioritization, triage, and routing to appropriate support teams while ensuring timely resolution.
• Investigate, diagnose, and resolve high‑impact incidents that affect restaurant operations and customer transactions.
• Communicate issue status, business impact, and resolution efforts to stakeholders throughout the incident lifecycle.

Technical Support & Troubleshooting

• Troubleshoot and resolve complex issues across:
• Windows operating systems and device imaging
• Wireless access points and network infrastructure
• WAN/LAN connectivity
• Servers and storage environments
• Payment terminals and peripheral devices
• Analyze system, application, and transaction logs to identify root causes and restore service quickly.
• Investigate payment‑related issues including declined transactions, settlement delays, authorization failures, missing funds, store‑and‑forward transactions, and transaction recovery events.

Infrastructure & Systems Operations

• Maintain and support POS databases, configurations, and technology platforms across multiple restaurant locations.
• Monitor system health, performance, and connectivity to proactively identify and mitigate operational risks.
• Diagnose and resolve issues related to:
• Network instability and packet loss
• Wireless coverage and access point performance
• Certificate and security‑related issues
• RAID and storage failures
• Application and service outages

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or equivalent experience.
• 3+ years of experience in Technical Operations, IT Support, Infrastructure Support, Network Operations, or Help Desk escalation environments.
• Experience supporting POS systems, payment technologies, or multi‑site retail/restaurant environments.
• Strong understanding of:
• Windows operating systems
• Wireless networking technologies
• Server and storage fundamentals
• Payment processing and transaction workflows
• Experience analyzing application, system, and transaction logs for troubleshooting and root‑cause analysis.
• Ability to manage multiple priorities in a fast‑paced, customer‑facing environment.

Preferred Qualifications

• Experience supporting restaurant, hospitality, or retail technology environments.
• Familiarity with PCI‑compliant payment ecosystems.
• Experience with SQL, scripting, automation tools, or log analysis platforms.
• Knowledge of enterprise monitoring and ticketing systems.
• Experience leveraging AI or automation tools to improve operational efficiency and issue resolution.
• degree in Information Technology, Computer Science, Management Information Systems, or equivalent experience.
• 3+ years of experience in Technical Operations, IT Support, Infrastructure Support, Network Operations, or Help Desk escalation environments.
• Experience supporting POS systems, payment technologies, or multi‑site retail/restaurant environments.
• Strong understanding of:
• Windows operating systems
• Wireless networking technologies
• Server and storage fundamentals
• Payment processing and transaction workflows
• Experience analyzing application, system, and transaction logs for troubleshooting and root‑cause analysis.
• Ability to manage multiple priorities in a fast‑paced, customer‑facing environment.