Support Jobs in Enon, OH

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Technical Support Specialist II

7-Eleven Enon, OH

Enon, OH

Today

$20 - $35/hr Full time Active Directory Application Support End User Support

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Job Description

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

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