Senior Site Systems Support Specialist

This role supports and complements our IT Manager by taking the lead on advanced levels of technical support, escalations, and implementations of store/site systems. You will be expected to independently handle a variety of small- to mid-sized project-related tasks, resolve escalated tickets, and emergencies, and assume lead technical support responsibilities and ownership. The ideal candidate for this role will have a collaborative attitude and thrive in a team-based environment while supporting the department as an individual contributor and problem solver.*Schedule:** 5 days a week including a rotating week per month for on-call. At times, this position is required to perform some job duties during non-work hours including evenings and weekends.*Job Responsibilities:** Provide advanced tier support for retail site system solutions and networks including but not limited to kiosk ordering systems, Windows endpoints, wireless networks, Cellular devices, IoT devices, Kitchen Display Systems (KDS), point-of-sale (POS), network printers, carwash controllers, payment devices, video surveillance devices, connected devices, etc.* Responsible for the complex and critical issues that tier I or II support team members are unable to resolve including emergencies that impact site operation.* Independently manage small projects and critical problem solutions.* Contribute to continuous improvement by identifying and addressing underlying issues that cause recurring problems.* Collaborate with internal and third-party vendors/solution providers to diagnose and resolve critical or complex technical issues.* Implement various retail technology solutions and services, including POS, IoT, mobile devices, CCTV systems, and Windows endpoints in convenience stores and car wash environments.* Managing a standardized set of configurations across retail locations for devices, ensuring uniformity and reducing variability in device performance.* Maintain service standards while also helping improve service delivery.* Participate in scoping new projects related to site systems solutions.* Contribute to maintaining up-to-date documentation of resolutions, troubleshooting steps, and best practices.* Provide expert guidance to internal team members (tier I and II) for site system solutions, configuration, and networks.* Rotating week schedule for on-call responsibilities. Flexible with the actual work and the hours of operation.* Perform other tasks and duties as assigned by your supervisor.*Qualifications:** Overall, at least 6+ years of IT support experience including 2 years of advanced-level support experience are needed.* A bachelor's degree in information technology or similar (preferred) or equivalent combination of education and related experience.* Experience in the retail industry with a multi-site environment is a big plus.* Must have experience utilizing IT ticketing systems.* Strong experience in network protocols, troubleshooting network problems, and collaborating with vendors to manage network devices and technologies.* Experience with endpoint operating systems and troubleshooting skills such as Windows 10 and 11, Android, and iOS.* Awareness of cybersecurity threats, security protocols, and PCI compliance.* A systematic approach to identifying and resolving technical issues.* Ability to adapt, adjust to, and consistently follow internal business processes.* Flexibility to handle various situations and a willingness to learn new technologies.* Ability to manage multiple priorities within a high volume and fast-paced environment and manage shifting priorities daily.* Occasional travel may be required for support and implementation-related tasks as needed.Job Type: Full-timePay: $58,939.00 - $63,630.00 per yearBenefits:* 401(k)* 401(k) matching* Dental insurance* Employee assistance program* Employee discount* Flexible schedule* Flexible spending account* Health insurance* Health savings account* Life insurance* Paid time off* Parental leave* Referral program* Tuition reimbursement* Vision insuranceCompensation Package:* Performance bonusSchedule:* 8 hour shift* Day shift* Rotating shift* Rotating weekendsApplication Question(s):* Are you willing to commit to a rotating, nights/weekend and on call rotation?Experience:* convenience store/petroleum industry IT support : 2 years (Preferred)* Multi-site retail/QSR industry IT support : 2 years (Preferred)* IT support : 5 years (Required)* Advanced-level support : 2 years (Required)* POS: 2 years (Required)Ability to Commute:* Worcester, MA 01606 (Required)Work Location: In person

Created: 2025-06-24