Job Summary

The Tier 2 Technical Support Specialist provides advanced technical support for store leaders, franchisees, and internal teams by troubleshooting complex IT issues that cannot be resolved at the Tier 1 level. This role requires a deeper understanding of store technologies, networking, and system configurations. Tier 2 specialists analyze recurring issues, assist with escalations, and work closely with resolver groups to ensure timely resolutions. They also contribute to process improvements, documentation updates, and training for Tier 1 support staff to enhance overall support efficiency.

Key Duties and Responsibilities

• Serve as the escalation point for Tier 1 support, handling more complex technical issues related to POS systems, payment terminals, store networks, and IT infrastructure.
• Perform advanced troubleshooting using remote desktop tools, system logs, network diagnostics, and monitoring platforms.
• Investigate and resolve recurring issues by analyzing trends in incidents and identifying root causes.
• Configure, deploy, and troubleshoot software updates, system patches, and hardware replacements.
• Collaborate with Tier 3 and specialized resolver groups to escalate high-priority or system-wide issues while ensuring a seamless transition of information.
• Utilize ticketing systems to document troubleshooting steps, resolutions, and escalation details for knowledge-sharing and process improvement.
• Assist in maintaining and updating knowledge base articles and training materials for Tier 1 specialists.
• Participate in testing and validation of new store technology rollouts, system updates, and hardware deployments.
• Work on 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.
• Ensure adherence to security policies and compliance requirements while handling sensitive company and customer data.

Education and Experience

• Education: Associates/2 Yr Degree
• Years of Relevant Work Experience: 2+ years

Specific Knowledge and Skills

• Ability to perform repeated bending, standing and reaching
• Advanced troubleshooting skills for hardware, software, and networking issues, particularly for POS systems, payment terminals, and store IT infrastructure.
• Strong experience with remote desktop tools (e.g., TeamViewer, BeyondTrust, Microsoft Remote Desktop) and system monitoring platforms.
• Proficiency in ticketing and IT service management systems (e.g., ServiceNow, Zendesk, JIRA) for tracking escalations and resolutions.
• Knowledge of networking concepts, including VLANs, firewalls, DHCP, DNS, and VPN configurations.
• Experience with 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.
• Ability to analyze patterns in recurring issues and recommend process improvements or technical solutions.
• Strong troubleshooting and problem-solving skills, including root cause analysis for persistent technical problems.
• Experience handling high-pressure situations, such as major outages or security incidents, with a methodical approach.
• Strong verbal and written communication skills, with the ability to convey technical concepts to both IT professionals and non-technical users.
• Excellent customer service skills, ensuring a positive support experience for store leaders and franchisees.
• Ability to communicate effectively with internal teams, including networking, infrastructure, and development teams, to resolve escalated issues.
• Strong collaboration skills to work effectively with Tier 1 specialists, resolver groups, and IT leadership.
• Willingness to mentor and train junior support staff to enhance team capabilities.
• Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department.

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs, as necessary.

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.