Tier 2 IT Support Specialist – POS & Network

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

Job summary

7-Eleven is seeking a Tier 2 Technical Support Specialist to provide advanced IT support for store leaders, franchisees, and internal teams. You will troubleshoot complex POS, networking, and IT infrastructure issues, mentor Tier 1 technicians, and drive improvements in processes and documentation.

The role emphasizes collaboration with Tier 3 and resolver groups, ensuring timely resolutions and secure handling of data across a 24/7 operation.

Qualifications

• 2+ years IT support or similar role.
• Associates/2 Yr Degree preferred.
• Strong troubleshooting and communication skills.

Responsibilities

• Escalation point for Tier 1 issues, focusing on complex POS, network, and IT infra problems.
• Perform advanced troubleshooting using remote tools, logs, diagnostics, and monitoring platforms.
• Investigate recurring issues and identify root causes for process improvements.
• Configure and troubleshoot software updates, patches, and hardware replacements.
• Collaborate with Tier 3 and resolver groups for high-priority issues and knowledge transfer.
• Document steps, resolutions, and escalations in ticketing systems for knowledge sharing.
• Support knowledge base updates and training materials for Tier 1 staff.
• Participate in testing of new store technology rollouts and system updates.
• Work on network connectivity, VPN configurations, and firewall tasks for remote locations.
• Mentor Tier 1 staff to improve first-call resolution.
• Adhere to security policies and protect sensitive data.

Skills

POS systems

Remote desktop

Networking

Ticketing systems

Security compliance

Education

Associates/2 Yr Degree

Tools

ServiceNow

Zendesk

JIRA

TeamViewer

Job description

7-Eleven is seeking a Tier 2 Technical Support Specialist to provide advanced IT support for store leaders, franchisees, and internal teams. You will troubleshoot complex POS, networking, and IT infrastructure issues, mentor Tier 1 technicians, and drive improvements in processes and documentation.

The role emphasizes collaboration with Tier 3 and resolver groups, ensuring timely resolutions and secure handling of data across a 24/7 operation.