IT Network Engineer & Technology Support

Job Description: Technology Support for Retail Stores

Jr level position (on C2H)

Position Overview:

The Technology Support role for retail stores is responsible for providing technical support and troubleshooting services to ensure the seamless operation of store systems, devices, and applications. This position focuses on supporting the technology needs of store employees and managers, resolving hardware, software, and network issues to minimize downtime and maintain productivity. The role typically involves remote and on-site support, responding to IT service requests, and working closely with store management and corporate Tech teams.

Key Responsibilities:

1. Technical Support:

- Provide first-line technical support to store employees and managers, addressing issues with point-of-sale (POS) systems, desktop computers, mobile devices, printers, and other store technologies.

- Troubleshoot and resolve hardware and software issues, including operating systems, applications, and peripherals.

- Assist users in resolving login, password, and access issues.

1. Incident Management:

- Track and respond to incoming service requests via helpdesk systems or phone calls, ensuring issues are addressed in a timely manner.

- Document incidents, troubleshooting steps, and solutions in the ticketing system.

- Escalate complex issues to higher-level IT teams when necessary.

1. System Maintenance:

- Monitor and maintain store IT infrastructure, ensuring devices are up-to-date with software patches, security updates, and hardware maintenance.

- Perform routine system checks, backups, and hardware replacements.

- Ensure proper configuration and deployment of new devices.

1. POS (Point-of-Sale) Systems Support:

- Support and troubleshoot POS systems, including software updates, peripheral connections (e.g., barcode scanners, receipt printers), and payment processing issues.

- Assist with the installation and configuration of POS hardware and software.

1. User Training and Documentation:

- Provide training to retail staff on new software, hardware, and security protocols.

- Create and maintain user guides, FAQs, and troubleshooting documentation for store staff.

1. 6. On-Site and Remote Support:

- Provide remote troubleshooting via phone, email, or remote desktop tools.

- Occasionally visit retail locations for hands-on support, including installations, upgrades, and complex troubleshooting.

1. Collaboration:

- Work closely with corporate IT teams to ensure alignment with broader company IT strategies and initiatives.

- Coordinate with third-party vendors for equipment repair, maintenance, or replacement as necessary.

1. Reporting:

- Generate reports on common technical issues, system performance, and support ticket resolution times to identify trends and improve support processes.

Requirements:

1. Education & Experience:

- Bachelor s degree in Computer Science, Information Technology, or a related field is preferred.

- 2 years of experience in network engineering, IT support, or a related role.

- Experience in a retail or multi-location environment is a plus.

1. Technical Skills:

- Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VLANs.

- Familiarity with network hardware (routers, switches, firewalls) and tools for network monitoring and troubleshooting.

- Knowledge of network security principles and practices.

1. Soft Skills:

- Strong problem-solving skills and ability to work under pressure.

- Excellent communication skills, both verbal and written.

- Ability to work independently as well as part of a team.

1. Certifications (Preferred):

- CompTIA Network+

- Cisco Certified Network Associate (CCNA)

This role is crucial in maintaining a smooth operational environment for retail stores, ensuring that employees can focus on serving customers without technical interruptions.

***Light travel may be required