Stefanini Group
Details:
Stefanini Group is looking for
Retail IT Specialist II for a globally recognized company! For interested applicants, click the apply button or you may reach out to
Alfher Hidalgo at (248) 728-2627/Alfher.Hidalgo@stefanini.com
for faster processing. Thank you!
Who we are
Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.
We have an urgent opening in our
Support Services
team that we need to fill as soon as possible. The team operates
onshore in PST ,
The Opportunity: The Support Services team plays a pivotal Tier 2 role in the retail technology support model, positioned between Level 1 Help Desk and Level 3 Engineering. Their responsibilities span incident resolution, escalation management, and operational readiness, ensuring seamless retail operations. This team is essential to maintaining operational stability, accelerating incident resolution, and enhancing the overall reliability of retail systems. The IT Support Services Analyst must be a proactive and solutions-oriented individual with 4+ years of operational experience supporting retail environments. This role demands a strong understanding of IT best practices to effectively manage and resolve daily operational incidents and tasks related to retail and corporate applications and hardware, preventing major incidents. Adherence to SLAs and strong communication skills are essential in this fast-paced environment.
Key responsibilities include: • Tier 2 Incident Management (INC/SCTASK): o Provides advanced troubleshooting and resolution for retail incidents. o Serves as the escalation point for issues unresolved by Level 1 support. o Proactive queue monitoring & triage, SLA maintenance, backlog reduction. • Retail Escalation Handling (RVIP): o Manages urgent escalations from Retail Field Leaders around the clock. o Routes escalations to appropriate technical or corporate teams. o Ensures follow-through to resolution or provides warm hand-off to the correct team. • Proactive Issue Prevention: o Investigates repeat incidents at store level to prevent future escalations. o Conducts root cause analysis and facilitates cross-functional resolution. • Production Readiness Validation (CTASK): o Validates critical retail operations post-production changes to prevent disruptions. • Preemptive Troubleshooting (Teams Channels - NUC down / Network Alerts): o Engaged by monitoring systems or L3 teams to address POS and network issues before they impact business. • Major Incident Response (Retail - Major Incidents): o Acts as the operational extension of engineering during critical incidents. o Supports real-time testing, validation, and communication with retail systems and store users as needed.
Experience: • Minimum of 4+ years in level 2+ operational support roles within retail environments, with hands-on experience supporting: o Point of Sale (POS) systems and peripherals o Retail-specific applications, hardware, and network infrastructure • Demonstrated professionalism in both presentation and communication, including phone and written interactions with stakeholders
Job Requirements
Details:
Technical Requirements (Intermediate or above understanding) :
Support Tools & Collaboration Platforms: • ServiceNow (Incident, Escalation, Knowledge Management), MS Teams, Outlook, SharePoint, JIRA, Confluence
Retail Technology (e.g.): • Application Support / Troubleshooting: Point of Sale / Mobile Point of Sale (application and peripherals), Business Applications (Workforce Management, Task Management, Inventory Management, Back Office Management, Reporting Applications, Customer Service applications) • Hardware troubleshooting (Back Office Computers, Point of Sale registers and peripherals, mobile devices, mobile peripherals, digital signage) • Opening / Closing Procedures and Power Outages and Recovery • VM failover coordination, hardware/software deployment validation (network, BOPC, FPOS/MPOS), Off-hours troubleshooting, NUC/network issue prevention, Proactive pre-opening/closing validation & equipment testing.
System Administration & Infrastructure: • User account management, multi-factor authentication • Physical / Virtual server troubleshooting • Network diagnostics and troubleshooting
#LI-AH1
#LI-REMOTE
Pay Range:
$ 23.00 - $ 25.00
Stefanini Group is looking for
Retail IT Specialist II for a globally recognized company! For interested applicants, click the apply button or you may reach out to
Alfher Hidalgo at (248) 728-2627/Alfher.Hidalgo@stefanini.com
for faster processing. Thank you!
Who we are
Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.
We have an urgent opening in our
Support Services
team that we need to fill as soon as possible. The team operates
onshore in PST ,
The Opportunity: The Support Services team plays a pivotal Tier 2 role in the retail technology support model, positioned between Level 1 Help Desk and Level 3 Engineering. Their responsibilities span incident resolution, escalation management, and operational readiness, ensuring seamless retail operations. This team is essential to maintaining operational stability, accelerating incident resolution, and enhancing the overall reliability of retail systems. The IT Support Services Analyst must be a proactive and solutions-oriented individual with 4+ years of operational experience supporting retail environments. This role demands a strong understanding of IT best practices to effectively manage and resolve daily operational incidents and tasks related to retail and corporate applications and hardware, preventing major incidents. Adherence to SLAs and strong communication skills are essential in this fast-paced environment.
Key responsibilities include: • Tier 2 Incident Management (INC/SCTASK): o Provides advanced troubleshooting and resolution for retail incidents. o Serves as the escalation point for issues unresolved by Level 1 support. o Proactive queue monitoring & triage, SLA maintenance, backlog reduction. • Retail Escalation Handling (RVIP): o Manages urgent escalations from Retail Field Leaders around the clock. o Routes escalations to appropriate technical or corporate teams. o Ensures follow-through to resolution or provides warm hand-off to the correct team. • Proactive Issue Prevention: o Investigates repeat incidents at store level to prevent future escalations. o Conducts root cause analysis and facilitates cross-functional resolution. • Production Readiness Validation (CTASK): o Validates critical retail operations post-production changes to prevent disruptions. • Preemptive Troubleshooting (Teams Channels - NUC down / Network Alerts): o Engaged by monitoring systems or L3 teams to address POS and network issues before they impact business. • Major Incident Response (Retail - Major Incidents): o Acts as the operational extension of engineering during critical incidents. o Supports real-time testing, validation, and communication with retail systems and store users as needed.
Experience: • Minimum of 4+ years in level 2+ operational support roles within retail environments, with hands-on experience supporting: o Point of Sale (POS) systems and peripherals o Retail-specific applications, hardware, and network infrastructure • Demonstrated professionalism in both presentation and communication, including phone and written interactions with stakeholders
Job Requirements
Details:
Technical Requirements (Intermediate or above understanding) :
Support Tools & Collaboration Platforms: • ServiceNow (Incident, Escalation, Knowledge Management), MS Teams, Outlook, SharePoint, JIRA, Confluence
Retail Technology (e.g.): • Application Support / Troubleshooting: Point of Sale / Mobile Point of Sale (application and peripherals), Business Applications (Workforce Management, Task Management, Inventory Management, Back Office Management, Reporting Applications, Customer Service applications) • Hardware troubleshooting (Back Office Computers, Point of Sale registers and peripherals, mobile devices, mobile peripherals, digital signage) • Opening / Closing Procedures and Power Outages and Recovery • VM failover coordination, hardware/software deployment validation (network, BOPC, FPOS/MPOS), Off-hours troubleshooting, NUC/network issue prevention, Proactive pre-opening/closing validation & equipment testing.
System Administration & Infrastructure: • User account management, multi-factor authentication • Physical / Virtual server troubleshooting • Network diagnostics and troubleshooting
#LI-AH1
#LI-REMOTE
Pay Range:
$ 23.00 - $ 25.00