Tier 2 IT Support Engineer for POS & Network

7 Eleven; Enon (OH); On-site; USD 28,000 - 48,000; Full time

Job summary

7-Eleven seeks a Tier 2 Technical Support Specialist to provide advanced IT support for store leaders, franchisees, and internal teams. You will troubleshoot complex POS, network, and store IT issues, analyze trends, and escalate where needed. You will help update documentation and train Tier 1 staff to improve efficiency.

The role emphasizes remote diagnostics, patch deployments, and collaboration with Tier 3 and resolver groups, with a focus on security and compliance in a 24/7 environment.

Qualifications

• Associates degree or 2-year related IT coursework.
• 2+ years of relevant work experience in IT support or similar roles.
• Experience with POS systems, networks, and store IT infrastructure.

Responsibilities

• Serve as escalation point for Tier 1 support with complex IT issues.
• Perform advanced troubleshooting using remote tools and logs.
• Investigate recurring issues and identify root causes.
• Configure deployments, patches, and hardware replacements.
• Collaborate with Tier 3 and resolver groups for high-priority issues.
• Document troubleshooting steps and resolutions in ticketing systems.
• Maintain knowledge base and training materials for Tier 1.
• Test and validate new store technology rollouts and hardware.
• Assist with network connectivity, firewalls, and VPN configurations.
• Mentor Tier 1 staff to improve first-call resolutions.

Skills

POS systems

Networking

Remote desktop

IT service management

Active Directory

Customer service

Communication

Education

Associates/2 Yr Degree

Tools

TeamViewer

BeyondTrust

Microsoft Remote Desktop

ServiceNow

Zendesk

JIRA

Job description

7-Eleven seeks a Tier 2 Technical Support Specialist to provide advanced IT support for store leaders, franchisees, and internal teams. You will troubleshoot complex POS, network, and store IT issues, analyze trends, and escalate where needed. You will help update documentation and train Tier 1 staff to improve efficiency.

The role emphasizes remote diagnostics, patch deployments, and collaboration with Tier 3 and resolver groups, with a focus on security and compliance in a 24/7 environment.