Princess Polly
Retail It Support Technician
The Retail It Support Technician will be responsible for supporting the technology environment across Princess Polly's U.S. retail stores. This role plays a critical part in maintaining daily operations by providing prompt, knowledgeable, and friendly technical support to store teams. The successful candidate will proactively manage IT systems, maintain store-level hardware and software, support retail POS technology, and ensure smooth system integrations, contributing directly to the success of our omni-channel retail strategy. If you are interested, this is what success looks like as our Retail It Support Technician: Provide technical support to retail store teams, resolving hardware, software, network, and POS issues in a timely and professional manner. Manage and support store technology infrastructure, including POS devices, printers, routers, hand scanners, tablets, RFID systems, and fixed readers. Write and maintain clear documentation on IT support procedures, new store setups, device configurations, issue resolution steps, and system workflows. Support daily system health checks, troubleshoot Shopify POS and related integrations, and escalate issues as needed. Lead and support IT setup for new store openings, coordinating with vendors and internal teams to ensure a seamless launch. Train store staff on new systems and technologies, documenting processes and troubleshooting. Collaborate with internal IT teams, retail operations, and third-party vendors to ensure system uptime and maintain service excellence. Commercial and technical requirements: 2+ years of experience in a hands-on IT support roleretail or field service support experience strongly preferred. Experience with POS systems (Shopify POS preferred), RFID technologies, and retail tech hardware (Zebra printers, iPads, scanners, etc.). Proficient in troubleshooting Mac and Windows systems, Google Workspace, and basic networking (routers, APs, firewalls). Familiarity with ShopifyAbility to manage ticketing queues (Freshservice experience a plus), perform diagnostics, and drive resolution with urgency. Strong organizational and communication skillsable to prioritize, document, and report issues with clarity. Must be able to work in-store and travel to retail locations when needed. This is a hybrid position with an expectation of spending at least 3 days a week in-store. Nice to have: IT certifications (CompTIA A+, Network+, Google IT Support). Experience supporting systems across geographically distributed retail locations. Experience supporting Apple Business Manager, mobile device management (MDM), and SaaS integrations. Culture competencies: Proactive Mindset: You don't wait to be told what to do you jump in and take initiative. Retail Empathy: You understand and support the unique challenges of retail environments. Calm Under Pressure: You stay composed and troubleshoot effectively even when tech fails mid-rush. Team Player: You work seamlessly across departments to deliver solutions, not just fixes. Ownership Mentality: You treat every store system like it's your ownresolving issues thoroughly and thoughtfully. Work environment: Based in-office 3 days per week, with travel required to retail store locations as needed. Occasional after-hours or weekend availability may be required during new store openings or high-impact events. Ready to join the team? Be a critical player in Princess Polly's retail growth empowering our store teams with rock-solid tech support and smart systems that scale. Salary banding: $75K-85K
The Retail It Support Technician will be responsible for supporting the technology environment across Princess Polly's U.S. retail stores. This role plays a critical part in maintaining daily operations by providing prompt, knowledgeable, and friendly technical support to store teams. The successful candidate will proactively manage IT systems, maintain store-level hardware and software, support retail POS technology, and ensure smooth system integrations, contributing directly to the success of our omni-channel retail strategy. If you are interested, this is what success looks like as our Retail It Support Technician: Provide technical support to retail store teams, resolving hardware, software, network, and POS issues in a timely and professional manner. Manage and support store technology infrastructure, including POS devices, printers, routers, hand scanners, tablets, RFID systems, and fixed readers. Write and maintain clear documentation on IT support procedures, new store setups, device configurations, issue resolution steps, and system workflows. Support daily system health checks, troubleshoot Shopify POS and related integrations, and escalate issues as needed. Lead and support IT setup for new store openings, coordinating with vendors and internal teams to ensure a seamless launch. Train store staff on new systems and technologies, documenting processes and troubleshooting. Collaborate with internal IT teams, retail operations, and third-party vendors to ensure system uptime and maintain service excellence. Commercial and technical requirements: 2+ years of experience in a hands-on IT support roleretail or field service support experience strongly preferred. Experience with POS systems (Shopify POS preferred), RFID technologies, and retail tech hardware (Zebra printers, iPads, scanners, etc.). Proficient in troubleshooting Mac and Windows systems, Google Workspace, and basic networking (routers, APs, firewalls). Familiarity with ShopifyAbility to manage ticketing queues (Freshservice experience a plus), perform diagnostics, and drive resolution with urgency. Strong organizational and communication skillsable to prioritize, document, and report issues with clarity. Must be able to work in-store and travel to retail locations when needed. This is a hybrid position with an expectation of spending at least 3 days a week in-store. Nice to have: IT certifications (CompTIA A+, Network+, Google IT Support). Experience supporting systems across geographically distributed retail locations. Experience supporting Apple Business Manager, mobile device management (MDM), and SaaS integrations. Culture competencies: Proactive Mindset: You don't wait to be told what to do you jump in and take initiative. Retail Empathy: You understand and support the unique challenges of retail environments. Calm Under Pressure: You stay composed and troubleshoot effectively even when tech fails mid-rush. Team Player: You work seamlessly across departments to deliver solutions, not just fixes. Ownership Mentality: You treat every store system like it's your ownresolving issues thoroughly and thoughtfully. Work environment: Based in-office 3 days per week, with travel required to retail store locations as needed. Occasional after-hours or weekend availability may be required during new store openings or high-impact events. Ready to join the team? Be a critical player in Princess Polly's retail growth empowering our store teams with rock-solid tech support and smart systems that scale. Salary banding: $75K-85K