Store IT Support Specialist

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Department: IT Operations – Autogrill Italia

The Store IT Support Specialist supports daily IT operations across Autogrill Italia’s Food & Beverage stores. The role ensures business continuity through system monitoring, vendor coordination, and incident management, with a strong focus on cash register systems, hardware components, and POS-related infrastructure, in line with ITSM best practices.

Key Responsibilities

• Manage IT incident tickets via the HDA platform, ensuring resolution within defined SLAs.
• Coordinate remote and on-site vendors, ensuring timely interventions and quality resolution to minimize downtime and avoid repeat issues.
• Oversee telecom lines and store network infrastructure (WAN/LAN/Wi-Fi), acting promptly in case of disruptions.
• Oversee support activities for cash register systems, including hardware components and basic software issues, in coordination with external vendors.
• Handle IMAC and incident activities related to: Banking POS terminals; Ticket Restaurant POS; Lottery POS systems; Digital signage platforms; In-store audio systems.
• Ensure daily checks for the electronic transmission of fiscal data to the Italian Tax Authority; escalate anomalies as needed.
• Supervise IMAC activities for devices and infrastructure, providing technical details to vendors and tracking timely execution.
• Monitor the ticket backlog, ensuring vendor accountability and SLA compliance.
• Generate regular reports on ticket trends, vendor performance, and recurring operational issues.

Requirements

• Solid knowledge of cash register systems (TCPOS) and POS-related issues in F&B or retail environments.
• Basic network troubleshooting and understanding of LAN/WAN systems.
• Experience with ITSM ticketing platforms.
• Familiarity with regulations for electronic fiscal data transmission.
• Strong skills in vendor coordination, SLA tracking, and escalation.
• Ability to prioritize, analyze, and manage technical incidents efficiently.
• Technical diploma (IT, telecommunications, electronics) or Bachelor’s degree in STEM disciplines.
• At least 2 years of experience in operational IT support, preferably in F&B, hospitality, or large-scale retail environments.
• Ability to work under pressure with a solution-oriented mindset.
• Excellent communication skills and ability to interact with vendors and internal stakeholders.
• Attention to detail and accuracy in documentation and service request processes.

Preferred Qualifications

• Knowledge of ITSM best practices; ITIL Foundation certification preferred.
• Experience with platforms such as ServiceNow, HDA, or similar.
• Ability to read and understand technical English documentation.

Work Setup

• Based at Autogrill Italia HQ.
• Occasional travel across Italy may be required.
• On-site interventions only in exceptional cases; routine activities are handled remotely from headquarters.
• Full-time contract fixed-term lasting 2 years.