Tier 2 IT Support Specialist — POS & Network Expert

7-Eleven; Enon (OH); On-site; USD 42,000 - 73,000; Full time

Job summary

7-Eleven is hiring a Tier 2 Technical Support Specialist to provide advanced technical support for store leaders, franchisees, and internal teams. You will troubleshoot complex IT issues, with an emphasis on POS systems, store networks, and IT infrastructure, while guiding Tier 1 staff and collaborating with Tier 3 resolver groups.

You will analyze trends, update documentation, and participate in store technology rollouts and security compliance.

Qualifications

• Associates/2 Yr Degree preferred or equivalent experience.
• 2+ years of relevant work experience required.

Responsibilities

• Serve as the escalation point for Tier 1 support for complex IT issues.
• Perform advanced troubleshooting using remote desktop tools, logs, and diagnostics.
• Investigate recurring issues and identify root causes.
• Configure, deploy, and troubleshoot software updates, patches, and hardware replacements.
• Collaborate with Tier 3 to escalate high-priority or system-wide issues.
• Document troubleshooting steps and resolutions in ticketing systems.
• Update knowledge base and training materials for Tier 1 staff.
• Test and validate new store technology rollouts and hardware deployments.
• Resolve network issues including VPN setup for remote locations.
• Mentor and train Tier 1 specialists to improve first-call resolution.
• Adhere to security policies and data protection standards.

Skills

Advanced troubleshooting

POS systems

Remote desktop tools

System monitoring

Ticketing systems

Networking concepts

Active Directory

Security best practices

Root cause analysis

Customer service

Communication skills

Education

Associates/2 Yr Degree preferred

Tools

ServiceNow

Zendesk

JIRA

Job description

7-Eleven is hiring a Tier 2 Technical Support Specialist to provide advanced technical support for store leaders, franchisees, and internal teams. You will troubleshoot complex IT issues, with an emphasis on POS systems, store networks, and IT infrastructure, while guiding Tier 1 staff and collaborating with Tier 3 resolver groups.

You will analyze trends, update documentation, and participate in store technology rollouts and security compliance.