Technical Support Specialist II

7-Eleven is an iconic family of brands with over 86,000 locations, surpassing every retailer in the world.

We revolutionize convenience, restaurants and fuel through cutting edge innovation — working hard to be the customer's first choice. 7-Eleven empowers our employees to 'activate awesome' and make a meaningful impact in their stores and communities every day.

If you're ready to grow, lead and make a difference, come join our team and help shape the future of convenience.

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.

• 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 elevate 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: Associates/2 Yr Degree preferred or equivalent experience
• Years of Relevant
  
  Work Experience:
  
  2+ years

• 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., Team Viewer, Beyond Trust, Microsoft Remote Desktop) and system monitoring platforms.
• Proficiency in ticketing and IT service management systems (e.g., Service Now, 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,…