Retail IT Support Specialist - Tier 2 & NSO

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

Job summary

ALO is seeking a Retail Support Specialist in Los Angeles to provide Tier 2 IT support for retail stores and New Store Openings (NSO). You will diagnose hardware, software, network, and POS issues, manage tickets through resolution, and document steps for knowledge sharing.

You will work with the Senior RSD and IT team to keep retail systems reliable and efficiently operated, while delivering strong customer service to store teams and partners.

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.
• Maintain a high standard of professionalism, responsiveness, and customer service in all interactions with store teams and partners.

Skills

Troubleshooting

Customer service

Ticket ownership

Documentation

Communication

Team collaboration

Multitasking

Job description

ALO is seeking a Retail Support Specialist in Los Angeles to provide Tier 2 IT support for retail stores and New Store Openings (NSO). You will diagnose hardware, software, network, and POS issues, manage tickets through resolution, and document steps for knowledge sharing.

You will work with the Senior RSD and IT team to keep retail systems reliable and efficiently operated, while delivering strong customer service to store teams and partners.