Desktop Support at Yum! Brands

| Chicago
!Sorry, this job was removed at 7:24 p.m. (CST) on Wednesday, March 11, 2020

Job Description

Tell Me About the Job

Are you a self-starter and love helping people? Here is a great opportunity for you to grow with a large and outstanding company. You could make a difference by providing exceptional PC support as a part of the Support Services Service Delivery team. Your primary role be to troubleshoot, analyze and resolve incidents impacting the computers of all Domestic Yum! Brands, Inc. team members while providing outstanding customer experience.   Your position will be with the second line of PC support and you would also be responsible for training and testing new technologies to grow the team’s productivity and efficiency.   This position reports into Service Delivery Team located in Chicago, IL.

What Does Success Look Like?

  • Provide second level technical PC and Apple Mac support within Service Level agreements with Yum! Brands, Inc. customers.
  • Perform computer hardware troubleshooting as well as part ordering within established Provider guidelines. Perform advanced troubleshooting including networks, MAC OS and video conferencing equipment
  • Build relationships with other onsite technicians at all levels as well as each customer you interact with.

What Does A Day In the Life of this Job Look Like?

IT Incident Management

  • Provides a positive customer experience with each customer interaction, 2500 users
  • Supports, maintains, installs, builds and upgrades personal computers using available hardware and software tools
  • Work with counterparts in Plano, TX and Irvine, CA to ensure consistent support process across all sites
  • Resolve escalated customer issues
  • Perform with in established processes and procedures
  • Direct technical support for helpdesk and a team of 8-9 technicians
  • Train other levels of support in technical skills 

Executive Support

  • As needed, train Admins and Executive’s on the use of their computing devices.
  • Work with peers in Plano, TX, Irvine, CA and Louisville, KY to provide Executive Video Conference scheduling

 Projects

  • IT projects as Required

EDUCATION: 

Bachelor’s degree or equivalent work experience

EXPERIENCE (and other qualifications): 

  • 4-6 years of  experience providing technical problem solving and guiding other technicians to meeting service level agreements to improve business performance
  • 5 years of broad experience working with a variety of different technology platforms, inclusive of hardware, software, desktop and network
  • Knowledge of industry standards, best practices and audit requirements
  • The ideal candidate will possess extensive experience supporting a wide-variety of hardware and software platforms, including: desktops, laptops, printers, peripherals, Windows 7 & 10, OS X, Active Directory, Microsoft Office 2013, Office 365 and mobile devices (iPhone/iPad, Android, Windows Phone)
  • Demonstrated proficiency in using the Microsoft Office suite of applications including Microsoft Project, Visio, PowerPoint, Word, and Excel
  • CompTIA A+ Certification
  • Certified in specific hardware break/fix support
  • ITIL Foundation Certificatio

Other Skills/Characteristics

  • Can work independently as a remote extension of a larger team.
  • Excellent communication skills
  • Ability to work independently as well as in a team environment
  • Able to work in a fast-paced environment
  • Positive, flexible, and self-motivated attitude
  • Detail oriented with excellent follow-up skills
  • Excellent organizational skills with the ability to manage time and multiple priorities
  • Strong analytical skills and problem solving skills, ability to take a problem and solve it in a quick and efficient manner
  • Ability to handle highly confidential information/materials
  • Exceptional customer service skills and negotiation/influence skills in an executive-level environment
  • Ability to grasps new materials quickly and apply new information, concepts and procedures in a constructive manner
  • Ability to manage high stress, demanding situations
  • 24x7x365 support availability in a team rotation schedule, excluding vacations is required
Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases

Location

Our office is right in the middle of it all! We're steps away from great restaurants, shops, and bars, and conveniently located near the red line.

An Insider's view of Yum! Brands

How would you describe the company’s work-life balance?

Everyone on the team takes work-life balance very seriously. We plan our work as much as possible so that things don’t creep up on us and don’t tolerate working excessive hours for very long. We view it as a sign of a broken process that we need to fix. We all prefer to not have to take our work home with us (if we don’t want to).

Gregori

Sr. Solutions Architect

What projects are you most excited about?

Right now, we have the possibility of our work being rolled out almost anywhere in the world, in almost any size of market. When people think about Yum restaurants, they don’t immediately assume there’s a lot of variety there, but when you look worldwide, there’s a huge range of menus, services provided and environments.

Rich

Sr. Software Engineer

What makes someone successful on your team?

What makes someone successful on the team is a combination of the individual contributions they make, in addition to what they bring to the group. We foster a collaborative environment, where team members can have an impact no matter their role.

Melissa

Software Engineer

How do your team's ideas influence the company's direction?

We currently have sizable initiatives to build out a new platform that not only will shape our company's future, but everyone will also benefit the next time they order from one of our restaurants.

Bill

Senior Manager, eCommerce

How do you make yourself accessible to the rest of the team?

I've been on both sides of the business and have developed a strong respect for the maker vs manager schedule. I understand that to be most effective, engineers need large chunks of uninterrupted time. I try to only schedule team meetings before or after lunch as to not break up the day, and I keep my schedule open for team members to block off.

Jeremiah

Manager, Software Engineering

What are Yum! Brands Perks + Benefits

Culture
Volunteer in local community
What's important to our employees is important to Yum!. We give our employees paid time off to volunteer, and match up to $1,000 of donations per employee each year.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Acme employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance covers 35% of annual salary up to $25000 monthly maximum payout.
Dental Benefits
Our dental plan covers $100 of expenses.
Vision Benefits
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Acme Co. provides employees with a 401(k) matching plan managed by [provider]. We match 100% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
The Yum! Leaders’ Bonus recognizes and rewards great performance with the potential to earn up to 3 times your bonus target amount.
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 18 weeks of parental leave for the primary caretaker. Acme Co. also provides 6 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Compressed week, Flexible start and end times.
Remote Work Program
Our remote work program includes work from home Full-time remote for specific positions, Work remotely $2 days per week, Work remotely on occasion as needed.
Adoption Assistance
We reimburse up to 3000 for eligible adoption expenses and 6 weeks of paid leave.
Vacation & Time Off Benefits
Generous PTO
Acme Co. employees receive between 20 and 25 days per year of paid time off based on years of service.
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Company Outings
Acme Co. hosts company outings Monthly.
Stocked Kitchen
Yum! has a fully stocked kitchen including unlimited snacks, coffee, tea, and all of the flavored LaCroix you can handle.
Professional Development Benefits
Tuition Reimbursement
Promote from within
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