Retail IT Support Specialist — Tier 2

ALO; United States; On-site; USD 44,000 - 50,000; Full time

Job summary

ALO is seeking a Retail Support Specialist to join the Tier 2 Retail IT team. The role provides day-to-day technical support for retail stores and assists New Store Openings, ensuring rapid incident resolution and high-quality service across hardware, software, network, and POS systems.

The successful candidate will manage tickets end-to-end, adhere to runbooks, and escalate complex issues to senior staff. It offers growth through training, documentation, and cross-team collaboration within a

Qualifications

• Strong troubleshooting and problem-solving skills.
• Clear, professional, and 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 elevate 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.
• Maintain a high standard of professionalism, responsiveness, and customer service in all interactions with store teams and partners.

Skills

Troubleshooting

Communication

Process follow-through

Accountability

Team collaboration

Willingness to learn

Documentation

Multi-tasking

Job description

ALO is seeking a Retail Support Specialist to join the Tier 2 Retail IT team. The role provides day-to-day technical support for retail stores and assists New Store Openings, ensuring rapid incident resolution and high-quality service across hardware, software, network, and POS systems.

The successful candidate will manage tickets end-to-end, adhere to runbooks, and escalate complex issues to senior staff. It offers growth through training, documentation, and cross-team collaboration within a