Job description

Lou Malnati’s is seeking a Support Engineer – Business Systems to join our group of dynamic and
innovative technologist who will maintain and support our internally facing enterprise systems. As a
Support Engineer – Business Systems, you will meet regularly with stakeholders to determine the
nature of problems, diagnose hardware or software issues, provide effective assistance, while both
building and maintaining strong relationships. You may also be required to install new software
applications and train end-users on proper application use. This individual will help to ensure that all
Lou Malnati’s Organization standards are adhered to and executed consistent with company
direction.
The role will report to the VP Enterprise Systems & Data, and will be a key member of the Enterprise
Technology team. If you are a hospitality technologist driven by detail and systems thinking, this is
an opportunity to be considered.

PRINCIPAL RESPONSIBILITIES AND DUTIES:
 Experience working in Windows based infrastructure
 Configuration and managing databases such as MS SQL
 Excellent troubleshooting skills
 Working knowledge of various tools, open-source technologies, and cloud services
 Installing and configuring client computer systems. Setting up tools and required infrastructure.
 Responding to users IT support requests. Providing technical support on-site or via remote-access
systems.
 Meeting with users to diagnose software, networking, or hardware issues.
 Offering solutions that meet the needs of the business users.
 Repairing hardware malfunctions, software issues, and networking problems.
 Tracking and managing work records.
 Monitoring the processes during the entire lifecycle for its adherence and updating or creating
new processes for improvement and minimizing the wastage
 Encouraging and building automated processes wherever possible
 Identifying and deploying cybersecurity measures by continuously performing vulnerability
assessment and risk management
 Managing stakeholders and external interfaces
 Implementing various development, testing, automation tools, and IT infrastructure
 Incidence management and root cause analysis
 Coordination and communication within the team and with customers
 Provide technical direction to IT support staff
 Performs other related duties as assigned
SUPPORT ENGINEER – BUSINESS SYSTEMS
CONFIDENTIAL – PAGE 2|2
MINIMUM QUALIFICATIONS

Basic Knowledge & Competencies:
 Excellent written, verbal communication and presentation skills
 Strong organizational skills and ability to make informed decisions / resolve problems
 Ability to influence in both formal and informal settings
 Expert in writing, analyzing and tuning complex SQL queries
 Knowledge of web services, API, and IP-based protocols.
 Experience with scripting languages such as Perl or Shell.
 Knowledge of computer hardware and networking systems.
 Hands-on experience in any Cloud environment preferably AWS & AZURE
 Mentoring and guiding the team members
 Strong problem-solving ability and a positive attitude.
 Ability to guide other IT staff in day-to-day duties preferred

Previous Experience/Education:
 Bachelor’s degree in computer science, business administration or related field preferred.
 3+ years’ experience as a technical support engineer
 Understanding of Accounting principles desired
 Experience managing MS Dynamics GP Accounting System required
 Strong customer service focus and detailed oriented individual
 Proven ability to learn new technologies quickly to a high level of proficiency
 Deep understanding of modern computing technology, systems architecture, data security, and
cloud-based services
PHYSICAL REQUIREMENTS
Standing, walking, lifting, twisting, and bending on a frequent basis. Ability to lift up to 40 pound

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