Lead IT Specialist

Lead IT Specialist

Heredia

How This Role Will Make an Impact

The Store Systems Support Analyst ensures that the Point of Sale (POS) systems, including promotions and payment systems in stores, remain operational at all times. This role performs daily tasks necessary to support POS software and hardware, including identifying, tracking, and resolving system issues.

This position works directly with stores, corporate business teams, and IT teams to ensure that the POS systems receive the highest level of support and performance. As a critical support role, this position requires availability for off-hours support, including evenings, weekends, holidays, and 24/7 on-call responsibilities on a rotational basis.

Key Responsibilities

• Serve as an expert on store POS systems, including promotions and payment systems, to deliver operational excellence in support and documentation.
• Assess, triage, research, and resolve incidents with POS and store systems, acting as Level 2 and Level 3 technical support for all POS systems.
• Demonstrate strong analytical and problem-solving skills to propose technical solutions for complex business issues, escalating more complex problems to the appropriate support teams.
• Monitor daily Service Desk ticket intake during assigned shifts and delegate tasks to ensure compliance with service level agreements (SLAs).
• Act as an on-call first responder for P1 (business-critical) issues, ensuring off-hours support as needed.
• Collaborate with the Application Team on POS deployments, software upgrades, troubleshooting, and special projects.
• Perform system maintenance and system upgrades as needed.
• Write, run, and modify SQL scripts to troubleshoot or resolve system issues.
• Execute API calls to analyze logs and troubleshoot system integrations.
• Document tasks, issues, and resolutions to maintain a comprehensive knowledge base.
• Provide white-glove customer service to the Store Operations team with superior communication and a sense of urgency.
• Conduct data trend analysis to improve system performance and efficiency.
• Lead and support remote POS systems using Remote Monitoring and Management (RMM) tools, such as Splunk, while ensuring monitoring alerts remain up to date.

Qualifications

• Bachelor’s degree in Computer Science, Business, or equivalent work experience.
• Minimum 5 years of experience supporting remote retail systems.
• Strong understanding of retail operations in a complex, highly integrated environment.
• Proven experience in end-user technical support, including POS systems, networks, and hardware.
• In-depth knowledge of POS systems, promotion software, payment systems, networks, and hardware, with the ability to apply that knowledge to POS system support.
• Strong understanding of payment system integration with POS systems.
• Experience with SQL databases (creating and modifying SQL statements).
• Experience using a ticketing system and creating knowledge base articles.
• Time management skills, with the ability to prioritize multiple tasks and deliverables.
• Excellent verbal and written communication skills.
• Highly responsive, able to work under pressure, and manage critical issues with a strong sense of urgency.
• Strong critical thinking, analytical, and problem-solving skills.
• Strong interpersonal skills and ability to work collaboratively across teams.
• Self-motivated and able to work independently with minimal supervision.
• Ability to work off-hours and be on-call as needed.

Nice to Have

• Experience with NCR POS, NCR AMS applications.
• Experience with JIRA and related product development software.
• Experience with Quality Assurance software.