Tech Support Specialist II

7-Eleven-posted 4 months ago
Enon, OH
Food and Beverage Retailers
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The Tier 2 Technical Support Specialist provides advanced technical support for store leaders, franchisees, and internal teams by troubleshooting complex IT issues that cannot be resolved at the Tier 1 level. This role requires a deeper understanding of store technologies, networking, and system configurations. Tier 2 specialists analyze recurring issues, assist with escalations, and work closely with resolver groups to ensure timely resolutions. They also contribute to process improvements, documentation updates, and training for Tier 1 support staff to enhance overall support efficiency.

  • Serve as the escalation point for Tier 1 support, handling more complex technical issues related to POS systems, payment terminals, store networks, and IT infrastructure.
  • Perform advanced troubleshooting using remote desktop tools, system logs, network diagnostics, and monitoring platforms.
  • Investigate and resolve recurring issues by analyzing trends in incidents and identifying root causes.
  • Configure, deploy, and troubleshoot software updates, system patches, and hardware replacements.
  • Collaborate with Tier 3 and specialized resolver groups to escalate high-priority or system-wide issues while ensuring a seamless transition of information.
  • Utilize ticketing systems to document troubleshooting steps, resolutions, and escalation details for knowledge-sharing and process improvement.
  • Assist in maintaining and updating knowledge base articles and training materials for Tier 1 specialists.
  • Participate in testing and validation of new store technology rollouts, system updates, and hardware deployments.
  • Work on network-related issues, including connectivity troubleshooting, firewall configurations, and VPN setup for remote locations.
  • Provide mentorship and training to Tier 1 specialists to improve first-call resolution rates and overall support efficiency.
  • Ensure adherence to security policies and compliance requirements while handling sensitive company and customer data.
  • Education: Associates/2 Yr Degree
  • Years of Relevant Work Experience: 2+ years
  • Ability to perform repeated bending, standing and reaching
  • Advanced troubleshooting skills for hardware, software, and networking issues, particularly for POS systems, payment terminals, and store IT infrastructure.
  • Strong experience with remote desktop tools (e.g., TeamViewer, BeyondTrust, Microsoft Remote Desktop) and system monitoring platforms.
  • Proficiency in ticketing and IT service management systems (e.g., ServiceNow, Zendesk, JIRA) for tracking escalations and resolutions.
  • Knowledge of networking concepts, including VLANs, firewalls, DHCP, DNS, and VPN configurations.
  • Experience with system logs, error reports, and command-line diagnostics to analyze and troubleshoot issues.
  • Familiarity with Active Directory, group policies, and user authentication processes.
  • Understanding of IT security best practices, data protection policies, and compliance standards.
  • Ability to analyze patterns in recurring issues and recommend process improvements or technical solutions.
  • Strong troubleshooting and problem-solving skills, including root cause analysis for persistent technical problems.
  • Experience handling high-pressure situations, such as major outages or security incidents, with a methodical approach.
  • Strong verbal and written communication skills, with the ability to convey technical concepts to both IT professionals and non-technical users.
  • Excellent customer service skills, ensuring a positive support experience for store leaders and franchisees.
  • Ability to communicate effectively with internal teams, including networking, infrastructure, and development teams, to resolve escalated issues.
  • Strong collaboration skills to work effectively with Tier 1 specialists, resolver groups, and IT leadership.
  • Willingness to mentor and train junior support staff to enhance team capabilities.
  • Available to work a variety of shifts, including, second and third shift, weekends and holidays.
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