Retail IT Support Specialist — Tier 2 (NSO & POS)

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

Benefits offered by this job

Performance bonuses

Long term incentives

PTO policy

Progressive benefits

Job summary

ALO is seeking a Retail Support Specialist to join our Tier 2 Retail IT team in a hands-on role supporting store technology and NSO initiatives. You will troubleshoot hardware, software, network, and POS issues, own tickets to resolution, and follow defined processes with cross-team collaboration.

The role emphasizes prompt communication, thorough documentation, and ongoing learning to keep our retail tech running reliably.

Qualifications

• Strong troubleshooting and problem-solving skills.
• Clear, professional, customer-focused communication.
• Ability to follow defined processes while adapting to needs.
• Accountability for ticket ownership and follow-through.
• Team-oriented and collaborative mindset.
• Willingness to learn and grow technically.
• 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 and proper documentation.
• Follow established troubleshooting processes and escalation paths.
• Identify and escalate complex or high-impact issues to senior staff.
• Coordinate with vendors and internal teams to resolve issues.
• Support hardware and software deployments and refresh activities.
• Participate in onboarding and training to build knowledge.
• Contribute to knowledge base articles and process improvements.
• Maintain professionalism and high customer service standards with store teams.

Skills

Troubleshooting

Customer service

Process adherence

Ticket ownership

Team collaboration

Willingness to learn

Documentation

Multitasking

Tools

POS systems

Job description

ALO is seeking a Retail Support Specialist to join our Tier 2 Retail IT team in a hands-on role supporting store technology and NSO initiatives. You will troubleshoot hardware, software, network, and POS issues, own tickets to resolution, and follow defined processes with cross-team collaboration.

The role emphasizes prompt communication, thorough documentation, and ongoing learning to keep our retail tech running reliably.