Retail Technical Support Analyst
Listed on 2026-07-25
-
IT/Tech
IT Support, Technical Support, Hardware Engineer
Summary: We are seeking a Retail Technical Support Analyst (Tier
3) to support a large large-scale Pharmacy Terminal Replacement Initiative
, which will impact approximately 3,700 stores in the initial rollout with potential expansion across 8,000 total locations.
This individual will serve as a critical escalation point for field technicians performing full workstation replacements in active retail pharmacy environments. The role will focus on advanced troubleshooting of hardware, network, and cabling issues
, ensuring successful deployment and minimal disruption to pharmacy operations.
This is a hands-on technical support role requiring strong diagnostic skills, the ability to guide field technicians remotely, and experience working in retail hardware deployment environments
.
- Provide Tier 3 remote support for field technicians performing terminal replacements across retail pharmacy locations
- Troubleshoot hardware, network, and cabling issues
, identifying root cause across devices, cables, or power sources - Act as an escalation point beyond Level 1 support (Toshiba support)
- Guide technicians through real-time diagnostics and resolution steps
- Support store personnel with post-installation issues
- Assist with full workstation replacements, including printers, barcode scanners, and terminal systems
- Read and interpret network configurations
, including VLANs and interface status - Ensure seamless deployment across multiple store locations with minimal operational disruption
- Retail field service technician experience supporting hardware deployments
- Strong experience troubleshooting hardware and network connectivity issues (not just device swaps)
- Ability to determine root cause (device vs. cable vs. network/power issue)
- Familiarity with network cabling and diagnostics
- Experience with command line and network switches (read-only access is sufficient)
- Ability to read VLAN configurations and interface status
- Experience supporting hardware upgrades or rollouts in a retail environment
- Strong communication skills with the ability to guide field technicians and store staff
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