IT Retail Technician - Level II

Provide second-level IT support for Good 2 Go retail technology and networking. This role ensures that store systems, internet, computers, point of sale (POS), network equipment and related cabling-are all functioning reliably to support daily operations for team members and customers., * Assist with new store technology setup, including back-office computers, routers, switches (Meraki), and other IT equipment.

• Support configuration and installation of Verifone Commander systems.
• Help ensure each store has stable and redundant internet connection.
• Monitor store systems and escalate recurring or critical issues to Level 3 support.
• Maintain back-office technology and help ensure proper equipment organization.

POS System & Payment Support

• Troubleshoot POS terminals and payment devices to ensure consistent up time.
• Support configuration of payment types (debit, credit, EBT, tap & pay) in coordination with senior IT staff.
• Work with operations teams to make sure POS interfaces are easy to use.
• Assist in implementing and maintaining loyalty program technology.
• Escalate unresolved or complex POS issues to Level 3 support.

Fuel Technology Support

• Provide Level 2 support for fuel dispenser connectivity to Verifone Commander.
• Assist with troubleshooting fuel price connectivity issues in coordination with Level 3 support and the fuel team.
• Monitor Veeder Root system inputs and escalate issues to Level 3 support or vendor support.

Other Responsibilities

• Submit service tickets for all support incidents.
• Support company network equipment, security cameras, and other IT systems as directed.
• Follow and help maintain standard operating procedures for store technology and networking.
• Provide hands-on support for new initiatives or technology rollouts.

Supervision of Others

• This role does not directly supervise others but may assist vendors or contractors on-site.

• Able to sit for extended periods of time.
• Able to stand for moderate periods of time.
• Able to move freely around work locations (internal and external).
• Able to lift up to 25 lbs.
• Able to move about office/store setting to complete responsibilities.
• Frequent use of phones, computers, store, and office equipment., * 2+ years of IT support experience (Tier 1 or Tier 2).
• Strong troubleshooting skills for Windows computers, networks, and POS systems.
• Solid understanding of networking concepts (routers, switches, firewalls, VPN).
• Experience supporting end users in person and remotely.
• Ability to document processes and follow established procedures.
• Excellent communication and customer service skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Commitment to company values and ethical standards.

Preferred

• 3-5 years of IT support experience, with exposure to Tier 3 systems.
• Experience with Verifone Commander, PDI, or convenience store technology.
• Familiarity with MS Azure Active Directory, Microsoft Teams, and enterprise software support.
• Previous retail IT support experience.