Job Description

Position Summary

The Own Store Support Specialist is responsible for providing technical support to company-owned retail locations worldwide, ensuring the continuous operation of store technology and delivering exceptional experience to store employees and business partners. Reporting to the Global Own Store Support Manager, this role serves as a key point of contact for hardware, software, and operational technology issues affecting retail locations.

The specialist is responsible for troubleshooting, resolving, and coordinating incidents and service requests while working closely with internal IT teams, vendors, and store personnel to minimize business disruption and maintain technology reliability.

Key Responsibilities

• Provide technical support for company-owned retail store technologies, including workstations, peripherals, point-of-sale systems, applications, network connectivity, printing solutions, and mobile devices.
• Diagnose, troubleshoot, and resolve hardware, software, and system-related incidents in accordance with established service level agreements.
• Manage and track incidents and service requests through the IT service management platform, ensuring timely resolution and effective communication with stakeholders.
• Coordinate with infrastructure, networking, security, and application support teams to resolve complex technical issues.
• Escalate critical incidents appropriately and assist in restoring services impacting store operations.
• Support store openings, relocations, technology upgrades, refresh programs, and new technology deployments.
• Maintain accurate asset inventory records and assist with equipment ordering, shipping, replacement, and lifecycle management activities.
• Work with third-party vendors and service providers to coordinate repairs, maintenance, and support activities.
• Create and maintain support documentation, knowledge articles, and operational procedures.
• Identify recurring issues and recommend process or technology improvements to enhance service quality and operational efficiency.

Customer & Operational Focus

• Deliver a high level of customer service while supporting retail locations across multiple regions and time zones.
• Build strong working relationships with store personnel and business stakeholders.
• Ensure consistent communication throughout incident resolution and service request fulfillment.
• Support business continuity by responding effectively to store-impacting issues and outages.

High school degree plus additional relevant technical certifications required. At least 1 year of related IT experience or equivalent. Has basic end-user hardware, Microsoft and Apple products end user support knowledge.

Estimated Job Posting End Date:

10-03-2026

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.