Tier 2 IT Support Technician

We are a growing clothing retailer with 14 brick-and-mortar locations, dedicated to delivering an excellent customer experience both in-store and online. Our IT environment supports retail POS systems, store networking, inventory devices, corporate operations, and ecommerce platforms. We’re looking for a skilled Tier 2 IT Support Technician to help keep our technology running smoothly and efficiently.

The Tier 2 IT Support Technician serves as a key escalation point for store and corporate technical issues. This role supports retail systems, resolves advanced incidents, and assists with implementing new technologies across all locations. The ideal candidate is proactive, customer-focused, and comfortable working in a fast-paced retail environment.

• Provide support for service desk tickets from stores and corporate users.
• Troubleshoot POS systems, label printers, handheld inventory devices, store Wi-Fi, switches, and back-office hardware.
• Resolve software issues involving Windows, macOS, mobile operating systems, and retail applications.
• Perform remote diagnostics, system checks, and root-cause analysis.
  
  
  

• Support the setup, configuration, and maintenance of store technology (POS terminals, network equipment, back-office PCs, tablets).
• Coordinate and support technology rollouts, hardware upgrades, and store openings/renovations.
• Monitor store network performance and escalate to vendors as needed.
  
  
  

• Administer user accounts, permissions, and security groups in cloud-based retail platforms.
• Maintain documentation for procedures, configurations, and troubleshooting steps.
• Assist with patching, device imaging, equipment lifecycle management, and inventory tracking.
  
  
  

• Liaise with third-party vendors for POS, networking, and software support.
• Participate in IT projects involving system upgrades, cybersecurity improvements, or process automation.
• Contribute to testing new applications and updates before deployment.
  
  
  

• 2–4 years of IT support experience, with at least 1 year in a Tier 2 or advanced helpdesk role.
• Strong troubleshooting skills across hardware, software, and network layers.
• Experience supporting retail environments (POS, store networks, etc.) or similar distributed operations.
• Familiarity with Windows OS, Microsoft 365, Active Directory, and remote management tools.
• Basic understanding of networking concepts (TCP/IP, DHCP, VPN, Wi-Fi).
• Excellent communication and customer-service skills.
  
  
  

• Experience with retail POS systems and peripherals (receipt printers, scanners, payment terminals).
• Exposure to mobile device management (MDM) platforms.
• CompTIA A+, Network+, or equivalent certifications.
• Experience working with cloud-based retail or ERP platforms.
  
  
  

• Occasional travel to store locations (up to 20–30%) for maintenance, project work, or new store setups.
• Ability to lift and install IT equipment up to ~40 lbs.
• On-call rotation availability for critical store support outside normal hours.