7-Eleven
Overview
The Technical Support Specialist serves as the first point of contact for store leaders and franchisees, providing technical assistance and troubleshooting to resolve IT-related issues efficiently. The role focuses on achieving first‑call resolution by diagnosing problems, guiding users through solutions, and determining when equipment replacement is necessary. The specialist accurately documents incidents, processes hardware replacement orders, and escalates complex issues to the appropriate resolver groups. By delivering excellent customer service and minimizing disruption to store operations, this position maintains system reliability and operational efficiency across multiple point‑of‑sale platforms and store technologies.
Key Duties and Responsibilities
Provide first‑call resolution by diagnosing and resolving technical issues with store leaders and franchisees over the phone using remote troubleshooting tools and support software.
Utilize remote desktop applications, system monitoring tools, and diagnostic software to analyze and resolve hardware, software, and network‑related issues.
Troubleshoot POS systems, payment terminals, networking equipment, and other store technologies, ensuring minimal disruption to business operations.
Identify when equipment replacement is necessary and process orders using asset management and ticketing systems to ensure timely resolution.
Accurately document all interactions, troubleshooting steps, and resolutions within the incident management system (e.g., ServiceNow, Zendesk).
Escalate unresolved or complex incidents to the appropriate resolver group, providing all relevant technical details for efficient resolution.
Maintain a strong understanding of company‑supported technologies, including multiple POS platforms, store IT infrastructure, and related hardware/software.
Follow established protocols for prioritizing and handling incidents based on severity, impact, and business needs.
Communicate effectively with store personnel, providing clear instructions, setting expectations, and ensuring excellent customer service.
Continuously learn and adapt to new technologies, software updates, and system changes to improve troubleshooting efficiency and effectiveness.
Education and Experience
Associate’s Degree or 2‑Year Degree
Minimum 2+ years of relevant technical support experience
Specific Knowledge and Skills
Proficiency in troubleshooting hardware, software, and network‑related issues, including POS systems and store IT infrastructure.
Experience with remote desktop tools (e.g., TeamViewer, BeyondTrust, Microsoft Remote Desktop) for diagnostics.
Experience with incident management and ticketing systems (e.g., ServiceNow, Zendesk, JIRA) for tracking and documenting issues.
Ability to prioritize and handle multiple issues simultaneously in a fast‑paced environment.
Logical and methodical approach to diagnosing technical problems and escalating when necessary.
Excellent verbal and written communication skills, explaining technical concepts to non‑technical users.
Strong customer service orientation with a patient, empathetic approach to assisting store leaders and franchisees.
Understanding of networking fundamentals, including TCP/IP, VPN, Wi‑Fi, routers, and switches.
Ability to diagnose and resolve issues with Windows‑based systems, peripheral devices, and cloud‑based applications.
Basic knowledge of cybersecurity best practices and company IT policies.
Availability to work a variety of shifts, including second and third shift, weekends, and holidays.
Shift & Availability
Second and third shift, weekends, and holidays as required in a 24/7/365 environment.
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Key Duties and Responsibilities
Provide first‑call resolution by diagnosing and resolving technical issues with store leaders and franchisees over the phone using remote troubleshooting tools and support software.
Utilize remote desktop applications, system monitoring tools, and diagnostic software to analyze and resolve hardware, software, and network‑related issues.
Troubleshoot POS systems, payment terminals, networking equipment, and other store technologies, ensuring minimal disruption to business operations.
Identify when equipment replacement is necessary and process orders using asset management and ticketing systems to ensure timely resolution.
Accurately document all interactions, troubleshooting steps, and resolutions within the incident management system (e.g., ServiceNow, Zendesk).
Escalate unresolved or complex incidents to the appropriate resolver group, providing all relevant technical details for efficient resolution.
Maintain a strong understanding of company‑supported technologies, including multiple POS platforms, store IT infrastructure, and related hardware/software.
Follow established protocols for prioritizing and handling incidents based on severity, impact, and business needs.
Communicate effectively with store personnel, providing clear instructions, setting expectations, and ensuring excellent customer service.
Continuously learn and adapt to new technologies, software updates, and system changes to improve troubleshooting efficiency and effectiveness.
Education and Experience
Associate’s Degree or 2‑Year Degree
Minimum 2+ years of relevant technical support experience
Specific Knowledge and Skills
Proficiency in troubleshooting hardware, software, and network‑related issues, including POS systems and store IT infrastructure.
Experience with remote desktop tools (e.g., TeamViewer, BeyondTrust, Microsoft Remote Desktop) for diagnostics.
Experience with incident management and ticketing systems (e.g., ServiceNow, Zendesk, JIRA) for tracking and documenting issues.
Ability to prioritize and handle multiple issues simultaneously in a fast‑paced environment.
Logical and methodical approach to diagnosing technical problems and escalating when necessary.
Excellent verbal and written communication skills, explaining technical concepts to non‑technical users.
Strong customer service orientation with a patient, empathetic approach to assisting store leaders and franchisees.
Understanding of networking fundamentals, including TCP/IP, VPN, Wi‑Fi, routers, and switches.
Ability to diagnose and resolve issues with Windows‑based systems, peripheral devices, and cloud‑based applications.
Basic knowledge of cybersecurity best practices and company IT policies.
Availability to work a variety of shifts, including second and third shift, weekends, and holidays.
Shift & Availability
Second and third shift, weekends, and holidays as required in a 24/7/365 environment.
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