Specific Gravity Group, Inc. (SpecGravity) works exclusively with multiunit hospitality and retail brands globally.

We focus on providing fully managed technology operations and support for emerging brands without an IT department, and a co-managed option for brands with a small or single person IT department in need of extra support. SpecGravity works with Hospitality and Retail brands of all sizes, typically with a 30 location minimum with no maximum number of locations. SpecGravity has proven experience tackling complex NSO (New Store Opening), Rollouts, Field Support, Cybersecurity, and General IT Support nationally, and is seeking a Hospitality Technology Infrastructure Support Engineer to join the team and continue its track record of excellence as it grows and expands.

*This role is a full time, onsite for the first 3 months, but will require travel on a regular basis to client locations that are within 5 miles from the home office. A roughly Monday - Friday, 8am-5pm EST schedule is what we aim for, but the nature of the business will at times dictate different hours / days. The duration of the onsite, in customer HQ office engagement is 3 - 4 months, though hours are expected to flex based on need, project, etc. After that time, the position will move to remote.

We are looking for a flexible individual that is current working as the primary IT Support / IT Manager for a Hospitality Brand, handling all aspects of infrastructure, and able to travel and work according to project demands* 

We're looking for a Contract individual to join the team as a Infrastructure Engineer for roughly 3 months onsite at the customer site, then remote afterwards, with a specific concentration on Hospitality Systems Administration and POS Management. This is the perfect role for someone with a background leading the Hospitality or Retail technology in a brand, looking to work freely and collaboratively with a team and client, moving their career forward as a Systems Administrator, as well as gaining Project Management experience, in an ever changing environment. This individual will have the opportunity to lead projects (small and large), work one on one with clients, and make impactful decisions on a daily basis.

With clients across the US, and rapidly scaling and growing, this positions responsibilities can vary.

Responsibilities:

• Provide support and training for clients and fellow team members;
• Work on specific projects for the customer that include: JAMF administration, Apple administration, POS Loyalty administration, Security Posture alignment, POS Systems integration, etc.
• Answer IT service desk calls, emails, chats, and text, maintaining tickets in the ticketing and billing system (Connectwise);
• Create, update, and close tickets / incidents and service requests;
• Adhere to and/or create IT processes and SOP's;
• Manage IT Projects, with a complete understanding of project life cycle and procurement;
• Manage, maintain, troubleshoot and support POS, networks, hardware, software, and other related peripherals in client environments;
• Lead installation and support efforts of new desktops, laptops, POS, servers, networks, surveillance system, AV, and wireless systems;
• Review and respond to remote monitoring and management (RMM) system alerts and notifications;

Requirements:

• Minimum of 4 years experience in a technical support role providing service desk IT support, POS support, network support, etc. specializing in troubleshooting Hospitality or Retail end-user issues with hardware and software;
• Previous experience in a Hospitality or Retail IT operations support role or similar work;
• Previous experience with NSO (New Store Opening) such as running cable, deploying hardware, software, etc.;
• Previous experience with ticketing systems or issue tracking software;
• Experience Monitoring, Alerting, and taking Proactive action;
• Experience with POS hardware and software installation, support, and maintenance;
• Experience supporting and installing Windows and Mac hardware and software;
• Experience managing client expectations;
• Excellent time management, communication, and customer service skills;
• Reliable transportation for onsite support - Note: Role is in NYC, public transportation is acceptable;
• Ability to act independently, with initiative in a customer environment, as well as the ability to engage and collaborate with other IT Service and support teams to find and implement resolutions;
• Impeccable attention to detail;

Job Type: Full-time

Experience Requirement:

• Hospitality or Retail IT Support: 4 years
• POS Support Experience

Preferred Experience:

• Previous Lead Technician Role / Elevated Support
• Experience with Windows Server, networking, and email systems (Exchange, Office 365, GSuite);
• Experience with network storage management including backup and restore;
• Experience managing IT projects or various sizes;
• Experience managing various vendors;
• Experience with A/V systems;