Technical Support Specialist II

Enon, OH (onsite) Technical support at 7-Eleven means keeping store technology running smoothly with advanced troubleshooting, clear documentation, and strong escalation support. In this Tier 2 role, you will work on complex POS and store infrastructure issues, support updates and deployments, and help improve first-call resolution through mentorship and knowledge sharing. The position is an onsite 24/7/365 department, with shift schedules that include second and third shift, weekends, and holidays. Pay range is $20.00 to $35.00 per hour.

What you’ll do

• Act as the escalation point for Tier 1, taking ownership of more complex incidents involving POS systems, payment terminals, store networks, and IT infrastructure.
• Use advanced troubleshooting methods with remote desktop tools, system logs, network diagnostics, and monitoring platforms.
• Investigate recurring issues by reviewing incident trends and identifying root causes to prevent repeat failures.
• Configure and troubleshoot software updates, system patches, and hardware replacements as they are deployed.
• Escalate high-priority or system-wide issues to Tier 3 and specialized resolver groups, ensuring a smooth transition of details and context.
• Document troubleshooting steps, resolutions, and escalation information in ticketing systems to support knowledge-sharing and process improvement.
• Support the team by updating knowledge base articles and training materials used by Tier 1 specialists.
• Participate in testing and validation for new store technology rollouts, system updates, and hardware deployments.
• Handle network-related issues, including connectivity troubleshooting, firewall configurations, and VPN setup for remote locations.
• Provide mentorship and training to Tier 1 specialists to improve first-call resolution rates and overall support efficiency.
• Maintain security policies and compliance requirements while working with sensitive company and customer data.

What you bring

• At least 2 years of experience in technical support, with Associates/2 Yr Degree preferred or equivalent experience.
• Ability to perform repeated bending, standing, and reaching.
• Advanced troubleshooting experience across hardware, software, and networking, especially for POS systems, payment terminals, and store IT infrastructure.
• Hands-on experience with remote desktop tools such as TeamViewer, BeyondTrust, and Microsoft Remote Desktop, plus system monitoring platforms.
• Proficiency with ticketing/IT service management tools including ServiceNow, Zendesk, and JIRA.
• Knowledge of networking fundamentals: VLANs, firewalls, DHCP, DNS, and VPN configurations.
• Experience using system logs, error reports, and command-line diagnostics to analyze and troubleshoot issues.
• Familiarity with Active Directory, group policies, and user authentication processes.
• Understanding of IT security best practices, data protection policies, and compliance standards.
• Strong skills in recognizing patterns in recurring problems and recommending improvements or solutions.
• Ability to manage high-pressure events (major outages or security incidents) with a methodical approach.
• Strong communication skills, with the ability to explain technical concepts to both IT professionals and non-technical users.
• Customer-focused support skills for store leaders and franchisees, with effective collaboration across networking, infrastructure, and development teams.
• Willingness and ability to mentor and train junior support staff.
• Availability for a rotating schedule covering second and third shift, weekends and holidays, and the staffing expectations of a 24/7/365 department.

Tools you’ll work with

• TeamViewer
• BeyondTrust
• Microsoft Remote Desktop
• ServiceNow
• Zendesk
• JIRA
• Active Directory

Pay: $20.00 - $35.00 Hourly