Tier 2 Technical Support

About the role

We're seeking a Tier 2 Technical Support Specialist to provide advanced technical support and incident management for a fast-paced enterprise environment. This role is ideal for someone who enjoys problem-solving, analyzing system trends, and proactively identifying opportunities to improve operational performance. You'll work closely with support teams to monitor system alerts, manage escalations, resolve incidents, and ensure a seamless experience for end users and business operations.

Responsibilities

• Monitor and analyze alerts generated through Splunk and ServiceNow
• Investigate recurring issues and identify patterns to prevent future incidents
• Manage and resolve Tier 2 support tickets and escalations
• Prioritize and coordinate P3, P4, and P5 incidents through resolution
• Partner with internal teams to ensure timely communication and issue remediation
• Document troubleshooting steps, resolutions, and process improvements
• Provide excellent customer support while maintaining service level expectations
• Contribute to continuous improvement efforts by identifying root causes and reducing alert noise

Requirements

• Experience providing Tier 2 technical support in an enterprise environment
• Strong working knowledge of Splunk for alert monitoring, troubleshooting, and analysis
• Hands-on experience with ServiceNow ticket management and workflow processes
• Experience managing escalations and coordinating issue resolution across multiple teams
• Strong troubleshooting and critical thinking skills
• Excellent verbal and written communication abilities
• Ability to work independently while collaborating effectively within a team environment
• Intellectual curiosity and a proactive approach to problem solving

Preferred Experience

• Experience supporting retail, restaurant, hospitality, or multi-site operations
• Familiarity with point-of-sale (POS) systems, kiosk technologies, or operational support environments
• Experience working with NCR technologies or similar enterprise hardware platforms
• Knowledge of incident management and operational monitoring best practices

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Pay

The pay range for this position is $30.00 – $35.00/hr. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Schedule

This is a fully onsite position in Columbus, OH.