Tier 2 Field Support Technician

Position Summary

The Tier 2 Field Support Technician is a key member of the Store Systems Support organization, responsible for ensuring the availability, reliability, and lifecycle management of store technology hardware across the enterprise. This role provides depot-level support for store systems equipment and serves as a key resource for stores, field technicians, and third-party service providers.

This position combines hands-on hardware support with operational coordination, including inventory management, equipment staging, and troubleshooting. The technician performs diagnostic triage on returned hardware, coordinates repairs with vendors, and supports field operations to ensure timely resolution of hardware-related issues. The role also contributes to major initiatives such as new store openings, closures, remodels, and technology refresh projects, requiring strong technical aptitude, organization, and attention to detail.

Key Responsibilities

• Process incidents assigned to the team or escalate to the next level of support as needed to ensure timely resolution.
• Perform receiving, inventorying, staging, imaging, configuration, testing, and shipping of store technology equipment.
• Troubleshoot and diagnose hardware issues, determining appropriate solutions independently.
• Maintain accurate inventory and asset records to support hardware requests, upgrades, and break-fix activities.
• Coordinate vendor repairs, manage RMA processes, and oversee equipment lifecycle activities.
• Provide logistical and technical support to stores and third-party service providers.
• Support store technology deployments for new store openings, closures, remodels, and special projects.
• Utilize knowledge bases and technical documentation to resolve issues and document repeatable processes.
• Enter detailed work logs and updates within the ticketing system for all incidents and tasks.
• Ensure proper handling and recovery of equipment during store closures and technology refresh initiatives.

Required Qualifications

Education / Experience

• Bachelors or Associate degree in Computer Science or a related field, or equivalent experience.
• 1–2 years of experience providing department-level support for store systems and point-of-sale (POS) equipment.

Technical Skills (Required)

• Knowledge of desktop and mobile operating systems including Windows OS, macOS, iOS, and Android.
• Experience troubleshooting hardware issues and performing break-fix support.
• Familiarity with ticketing systems and documenting incidents and resolutions.
• Ability to diagnose issues and determine appropriate solutions with minimal supervision.

Preferred / Plus

• Experience with ServiceNow ITSM, Jira, or similar ticketing platforms.
• Knowledge of enterprise management tools such as SCCM, MECM, SOTI, or JAMF.
• Experience supporting retail or distributed environments.

Leadership & Personal Attributes

• Self-motivated and able to prioritize and execute tasks in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks while maintaining accuracy and efficiency.
• Customer-service mindset with a focus on supporting operational needs.

Work Conditions

• Ability to perform physical activities including walking, bending, and lifting up to 50 pounds.
• Ability to maintain a flexible schedule and participate in rotating on-call support as needed.
• Work may involve coordination with field teams, vendors, and support personnel across multiple locations.