This is a senior level store support position. Works on more difficult or critical issues escalated from others. Relies on past experience in addition to general instruction to perform the functions of the job. Typically works on multiple small to large IT projects that require increased skill in multiple technical environments. Develops solutions requiring analysis and research. Provides technical and process guidance to others. Coaches and mentors more junior technical staff. Provides team and project leadership to others.
Provides exceptional customer service to store personnel through Tier 2 incident management. Assumes responsibility for maintaining brand service level agreements from a Tier 2 incident management perspective. Acts as an additional point of escalation for level I and level II analysts.
Administration of the application deployment process to the field and adherence to software vendor application patch schedule for stores.
Point of sale lab management, for multiple locations, requiring coordination between application services, infrastructure, quality assurance and store operations within each brand. In conjunction with release management and device allocation.
Interaction with IT leadership to assist in project planning from a budget and resource allocation perspective. Also, provide insight into strategy and technology road mapping sessions.
Provides direction / oversight for project work related to supporting stores and the store technology to ensure adherence to budget and timeline. Escalate potential issues and risks related to a project as needed.
Administrative – Tracks time in time tracking tool, attends weekly status meetings and other meetings, maintains incident tickets, emails, and other documentation.
Work Experience and education requirements
Minimum requirement – Bachelor degree in a Computer Related Field
Must have a minimum of seven years' experience with PCs, Windows OS, and Microsoft Office products
Must possess strong customer service skills, excellent oral and written communication skills, and be able to handle multiple tasks at once
Solid understanding of POS systems
Working knowledge of network fundamentals
Understanding of computer hardware
POS/retail experience required
Must be able to learn new software packages
Must have PC advanced troubleshooting skills
Ability to provide clear direction to others
Ability to work independently
Ability to follow schedule and meet deadlines
Ability to follow process
Strong attention to detail
Ability to interact with 2nd and 3rd party support staff
At ease in working with customers, partners, and suppliers at all levels within the business