Retail IT Support Pro – NSO & Store Tech

Alo; Los Angeles (CA); On-site; USD 44,000 - 50,000; Full time

Job summary

Alo is hiring a Retail Support Specialist in Commerce, CA to provide Tier 2 IT support for retail stores and NSO activities. You will resolve incidents, manage requests, and uphold IT processes with a focus on timely communication and high-quality service.

You will collaborate with the Senior RSD and IT teams to ensure stores operate reliably, while supporting deployments and knowledge documentation to improve future handling.

Qualifications

• Strong troubleshooting and problem-solving skills.
• Clear, professional, customer-focused communication.
• Ability to follow defined processes while adapting to situational needs.
• Accountability for ticket ownership and follow-through.
• Team-oriented and collaborative mindset.
• Willingness to learn and grow technically and operationally.
• Attention to detail in documentation and execution.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provide Tier 2 technical support for retail stores and NSO activities, including troubleshooting hardware, software, network, and POS issues.
• Own and manage assigned tickets through resolution, ensuring timely updates, proper documentation, and customer communication.
• Follow established troubleshooting processes, runbooks, and escalation paths when handling incidents and service requests.
• Identify and escalate complex, sensitive, or high-impact issues to the Senior RSD or appropriate technical teams.
• Coordinate with vendors and internal IT teams to resolve issues requiring external support or cross-team collaboration.
• Support hardware and software deployments, replacements, and refresh activities as assigned.
• Participate in onboarding and training activities to build technical and process knowledge.
• Contribute to knowledge base articles, documentation updates, and continuous improvement efforts.

Skills

Troubleshooting

Communication

Process adherence

Ticket ownership

Team player

Willingness to learn

Documentation

Multitasking

Job description

Alo is hiring a Retail Support Specialist in Commerce, CA to provide Tier 2 IT support for retail stores and NSO activities. You will resolve incidents, manage requests, and uphold IT processes with a focus on timely communication and high-quality service.

You will collaborate with the Senior RSD and IT teams to ensure stores operate reliably, while supporting deployments and knowledge documentation to improve future handling.