Retail Support

Diligente Technologies; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading technology firm is seeking an experienced Level 2 – 2.5+ IT Support Services Analyst. The role involves troubleshooting and incident resolution in a fast-paced retail environment, supporting store operations. The ideal candidate must have over 4 years of IT support experience, particularly in retail, and demonstrated skills in managing technical incidents effectively. This is a remote position with a competitive salary range.

Qualifications

• Strong knowledge of POS systems and store hardware.
• Ability to operate independently under pressure.

Responsibilities

• Serve as a Tier 2 escalation point for technical incidents.
• Troubleshoot and resolve hardware, software, and network issues.
• Collaborate with engineering during major incidents.

Skills

retail IT support

communication skills

troubleshooting

incident management

Education

4+ years in a Level 2 or higher IT support role

Tools

ServiceNow

JIRA

MS Teams

SharePoint

Confluence

Job description

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We are seeking an experienced and highly capable Level 2 – 2.5+ IT Support Services Analyst to join our Retail client, high-performing Retail Support Services team. This is a critical role supporting store operations, requiring hands-on technical troubleshooting and incident resolution in a fast-paced retail environment.

The ideal candidate will have a solid background in retail IT support, strong communication skills, and the ability to operate independently under pressure.

Key Responsibilities:

• Serve as a Tier 2 escalation point for technical incidents from retail stores.
• Troubleshoot and resolve hardware, software, and network issues, especially involving:
• POS (Point of Sale) systems and peripherals
• Back office systems
• Handle urgent escalations from field leaders and ensure follow-through.
• Collaborate with engineering during major incidents (e.g., outages, system failures).
• Monitor support queues and proactively address repeat or high-priority issues.
• Support production readiness post-deployment of new systems or updates.
• Document issues, solutions, and SOPs in ServiceNow and Confluence.

Required Experience & Skills:

• 4+ years in a Level 2 or higher IT support role, preferably in retail environments.
• Strong knowledge of POS systems, store hardware, and retail-specific applications.
• ServiceNow, JIRA, MS Teams, SharePoint, Confluence
• Troubleshooting store networks, mobile devices, and store technology setups
• Experience with incident management, escalation handling, and SLA compliance.
• Strong written and verbal communication skills, especially with non-technical users.
• Ability to work independently, multitask, and solve complex technical problems under pressure.

Soft Skills:

• Excellent time management and organizational skills.
• Calm, confident, and professional demeanor under pressure.
• High accountability and ownership mindset.
• Strong collaboration with cross-functional teams.
• Start: ASAP
• End Date: December 31, 2025 (with potential for extension)
• Location: Remote Role (Candidates from Canada encouraged for nearshore coverage)

Nice to Have:

• Experience supporting client's retail environments or similar luxury/enterprise retail clients.
• Familiarity with production validation, VM failovers, and digital signage troubleshooting.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Retail

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