Support Technician 2

Summary:

The Support Technician II provides advanced Level 2 technical support within a retail-focused IT environment. This position supports a 24/7/365 operation and requires flexibility to assist users across multiple US time zones. Occasional travel may be required for training, meetings, and other business needs. The role includes providing end-user support, managing POS (Point of Sale) systems, troubleshooting hardware and networking issues, and performing foundational server administration. Support is provided to both internal and external stakeholders. The Support Technician II must demonstrate a strong collaborative mindset, professionalism, and attention to detail, and maintain a strong commitment to customer satisfaction in a fast-paced environment while performing effectively under changing priorities and operational demands.

Salary Range: $63,000.00 - $75,000.00 / annual

Key Responsibilities

Technical Support & Issue Resolution

• Provide Level 2 support for desktops, laptops, peripherals, mobile devices, and retail-specific hardware.
• Troubleshoot and resolve POS devices, payment hardware, scanning equipment, printers, and other store IT assets.
• Support the Field Teams with Installation, configuration, maintenance, and upgrading of software and hardware used in retail environments.
• Deliver remote support using approved tools to efficiently address a wide range of technical issues to our Field Teams and/or External Vendors and Client Team.
• Utilize remote support tools to diagnose and resolve technical issues in a timely and efficient manner.

Network & Server Support

• Perform basic network troubleshooting involving LAN/WAN, Wi-Fi, VPN, DNS, and DHCP.
• Troubleshoot/Escalate advanced network or server issues to the appropriate Teams following a well-defined escalation process.

Operational Support & Documentation

• Document incidents, service requests, resolutions, and follow-up actions with accuracy and completeness.
• Adhere to IT policies, security guidelines, and operational procedures.
• Participate in creating and continuously improving the knowledge base.
• Collaborate with vendors, field technicians, and cross-functional teams to support issue resolution.

Customer Service & Professional Conduct

• Provide exceptional service to internal and external stakeholders at all organizational levels.
• Communicate clearly, professionally, and effectively with both technical and non-technical users.
• Maintain professionalism under pressure and during high-priority incidents or while working under time-sensitive conditions
• Demonstrate strong listening skills, empathy, and the ability to establish rapport quickly.
• Demonstrate a proactive, solution-oriented mindset with a strong focus on customer outcomes

Teamwork, Flexibility, and Continuous Improvement

• Collaborate effectively within a distributed, remote support team.
• Maintain readiness to learn new technologies and adapt to evolving environments.
• Participate in rotating schedules, including evenings, weekends, holidays, or on-call assignments as required.
• Support corporate initiatives, departmental projects, and cross-team activities.

Work Environment & Expectations

• Travel: Occasional travel may be required for training, team functions, or other business purposes. Travel is less than 10%
• 24/7/365 Operation: Must be able to support a continuous operation and work with teams or clients across varying US time zones.
• Weekend/Holiday/Rotating Schedule: Be available to cover weekends/holidays and a rotating schedule within assigned shift as needed to meet business requirements.
• Technology Diversity: Comfortable supporting multiple platforms, systems, and devices commonly found in retail operations.

Key Performance Indicators (KPIs)

Performance Metrics

• Ticket Resolution Time: Meets or exceeds SLA targets for incident and service request resolution.
• First Contact Resolution Rate: Demonstrates high efficiency and technical proficiency by resolving a meaningful percentage of issues on first contact.
• Quality of Documentation: Consistently produces accurate, detailed, and complete ticket notes and knowledge entries.
• Customer Satisfaction (CSAT): Achieves high satisfaction ratings in user surveys and feedback.
• Escalation Accuracy: Ensures escalations are appropriate, timely, and include proper diagnostics and documentation.
• Schedule Adherence: Meets attendance, shift compliance, and on-call obligations.

Behavioral & Professional Expectations

• Collaboration: Works effectively with team members and contributes positively to goals.
• Communication: Maintains a high standard of verbal and written communication.
• Professional Conduct: Demonstrates reliability, accountability, and integrity in all interactions.
• Problem-Solving: Approaches technical challenges with sound reasoning and effective solutions and follows through on corrective actions.
• Adaptability: Responds well to operational changes, workload fluctuations, and emerging business needs. Performs effectively in dynamic environments, including periods of high workload or urgency.
• Continuous Learning: Actively engages in ongoing training and development to remain current with technologies.
• Willing to Adapt to Changes: This is a constantly changing environment; the Support Technician II should be able to adapt and change direction as needed to meet business requirements. Additional work may be added as business requirements change, even if not listed here.

Qualifications

• Minimum 6 years of experience in technical support, preferably within retail or multi-site environments.
• Proficiency with Windows OS, Microsoft 365, and hardware troubleshooting.
• Experience supporting POS systems, payment processing devices, and related retail hardware and technologies.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with remote troubleshooting tools and ticketing systems.
• Strong communication skills, attention to detail, and a customer-first mindset.
• CompTIA A+, Network+, or equivalent certifications/work experience.
• Experience with enterprise-level IT and retail operational technology.
• Basic Knowledge of Virtualization Solutions and ITIL practices.