Technical Support Specialist

Technical Support Specialist

We are seeking a Technical Support Specialist to provide backend and phone-based support to field technicians working on-site across multiple store locations. This role will support the decommissioning, provisioning, and installation of store technology, including systems, networks, and mobile devices. The ideal candidate will have a foundational background in technical support or help desk roles and a willingness to troubleshoot a wide variety of hardware and connectivity issues. This is a critical support role that helps ensure store technology rollouts are executed smoothly and efficiently.

Key Responsibilities:

• Provide real-time phone and remote support to on-site technicians during store technology upgrades
• Troubleshoot network connectivity, hardware, and device provisioning issues
• Support backend tasks such as system decommissions, device installs, and software provisioning
• Document and escalate issues as needed, ensuring clear communication with internal IT teams
• Monitor progress of field activities and coordinate technical resolutions in a timely manner

Key Requirements:

• Foundational experience in technical support, IT help desk, or related technical role
• Exposure to troubleshooting networks, servers/systems, and mobile devices
• Technical education or certifications (e.g., CompTIA, Microsoft, Cisco) considered in lieu of extensive experience
• Experience with Windows OS, POS systems, or retail environments is a strong plus
• Familiarity with gas station or convenience store technologies is a bonus
• Strong communication skills and ability to provide calm, clear support under pressure
• Self-starter who is comfortable working independently and resolving issues efficiently