Technical Support Specialist II - 2nd Shift

About the role

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.

Responsibilities

• 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.

Qualifications

Education: Associates/2 Yr Degree preferred or equivalent experience

Years of Relevant Work Experience: 2+ years

Skills

• 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,