Technical Support Specialist II
or drop it." Also "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." The pay disclaimer is legal boilerplate; we might need to drop it? But we need to preserve Pay range. The disclaimer after Pay range is legal; we can drop that paragraph. Keep the Pay line. Similarly, the sentence about "This job description is intended to describe the general nature..." is boilerplate; drop. Also "We will consider for employment qualified applicants with criminal histories..." is EEO; drop. Also "For a general description of all benefits..." is link; drop. Thus we keep: introductory paragraph about 7-Eleven? Might be considered boilerplate? It's descriptive about company; could be kept as part of About the role? Not a heading but could be a paragraph before sections. The instruction: "Prefer a few substantive sections over many thin ones." We could include an introductory
summarizing company overview. It's substantive? Might be okay. We need sections: Responsibilities (Key Duties And Responsibilities) as
- . Requirements (Education And Experience) as maybe
- or
. Skills (Specific Knowledge And Skills) as
- . Pay as
Pay
with. Schedule as
Schedule
with. We must not create sections with filler. Ensure we have real content. Let's extract content. Company intro: "7-Eleven is an iconic family of brands with over 86,000 locations, surpassing every retailer in the world. We revolutionize convenience, restaurants and fuel through cutting edge innovation — working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of convenience." We can keep that as opening
. Job Summary: "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." We could incorporate into Responsibilities or as a summary paragraph before duties. Could be a
under Responsibilities heading? Might be better to have a brief summary under Responsibilities heading as a
then list duties. But we need to follow rule: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have headings: Responsibilities, Requirements, Skills, Pay, Schedule. Possibly also a brief intro before headings. Now extract duties list: - 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. Now Education And Experience: - Education: Associates/2 Yr Degree preferred or equivalent experience - Years of Relevant Work Experience: 2+ years We can put as
- .
Now Skills list (Specific Knowledge And Skills). It's a long paragraph with many bullet-like sentences separated by periods. We need to convert to list items. Let's parse:
- 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; understands the staffing expectations of working in a 24/7/365 days a year department.
Note the last bullet about shifts is actually schedule info; we might move to Schedule section. But it's also in Skills list. We'll extract schedule info separately.
Now Pay: "$20.00 -$35.00 Hourly". Note there is no space between - and $? It's "$20.00 -$35.00 Hourly". We'll keep as is.
Schedule: "Available to work a variety of shifts, including second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department."
We'll make a
. Now we need to ensure we don't include filler like "commensurate with experience". Not present. Now produce HTML. Structure:
7-Eleven is an iconic family of brands with over 86,000 locations, surpassing every retailer in the world. We revolutionize convenience, restaurants and fuel through cutting edge innovation — working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of convenience.
Responsibilities
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.
Requirements
- Education: Associates/2 Yr Degree preferred or equivalent experience
- Years of Relevant Work Experience: 2+ years
Skills
- 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
- .
Now Skills list (Specific Knowledge And Skills). It's a long paragraph with many bullet-like sentences separated by periods. We need to convert to list items. Let's parse:
- 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; understands the staffing expectations of working in a 24/7/365 days a year department.
Note the last bullet about shifts is actually schedule info; we might move to Schedule section. But it's also in Skills list. We'll extract schedule info separately.
Now Pay: "$20.00 -$35.00 Hourly". Note there is no space between - and $? It's "$20.00 -$35.00 Hourly". We'll keep as is.
Schedule: "Available to work a variety of shifts, including second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department."
We'll make a
- . Pay as
- or