It Support Analyst

Job Description: Retail IT Support Associate

Job Summary

The IT Support Associate provides technical and operational support to store associates, business users, and IT teams across the retail organization. Working within a multicultural and multinational environment, this role serves as a key point of contact for resolving technology issues, supporting business applications, and ensuring a seamless user experience. The ideal candidate demonstrates strong customer service skills, technical aptitude, cultural awareness, and the ability to collaborate effectively with colleagues across different regions and time zones.

Key Responsibilities

Store Associate Support

• Provide second-level technical support for retail systems including hardware, software, and application issues.
• Triage technical issues over outbound calls with store associates.
• Respond to support requests through ticketing systems, alerts, emails.
• Troubleshoot and resolve incidents related to pos, cash office, gift card, loyalty, fuel, mobile devices, handhelds, printers.
• Escalate complex issues to SMEs and other appropriate technical teams while ensuring timely communication with users.
• Create and maintain knowledge base articles and support documentation.

Application & Systems Support

• Support business-critical applications and ensure consistent service availability.
• Assist with user account management, access requests, and permission administration.
• Monitor application performance and identify opportunities for process improvements.
• Coordinate testing and validation activities for system upgrades, patches, and enhancements.
• Support IT operational processes following established service management practices.

Customer Service & User Experience

• Deliver professional, responsive, and customer-focused support to employees across multiple countries and cultures.
• Communicate technical information in a clear and understandable manner to both technical and non-technical users.
• Build positive relationships with stakeholders and maintain a high level of customer satisfaction.
• Support onboarding activities by provisioning systems, accounts, and equipment for new employees.

Global Team Collaboration

• Collaborate with multinational IT teams, business partners, vendors, and support organizations.
• Participate in cross-functional projects and continuous improvement initiatives.
• Respect and embrace cultural diversity while fostering an inclusive and collaborative work environment.
• Support knowledge sharing and best practices across global support teams.
• Work effectively across different time zones and geographic regions.

Qualifications

Required

• Associate or bachelor’s degree in information technology, Computer Science, Information Systems, or related field, or equivalent work experience.
• Experience in IT support, help desk, application support, or technical customer service.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a multicultural and multinational team environment.
• Prior experience of working in a shift roster to support business needs.
• Experience in Retail POS and Retail Instore systems from NCR, Toshiba, Passport, ECRS.
• Understanding of SQL constructs and demonstrate ability to run queries and interpret data.
• Demonstrate ability to understand Shell Scripting to optimize, create new scripts.
• Understand of commonly used Logging tools - Log4Net etc. and able to read logs, find patterns and tie them to incident or a root cause.
• Familiar with Windows Environment, knows how to navigate in the system and troubleshoot various issues.
• Demonstrate ability to read system logs, error logs and event logs in windows environment Monitoring tools - Solar winds, SCCM.

Key Competencies

• Customer Focus
• Technical Troubleshooting
• Global Collaboration
• Cultural Awareness and Inclusion
• Communication Skills
• Continuous Learning
• Problem Solving
• Attention to Detail
• Adaptability
• Accountability

Working Environment

• Hybrid/Office-based IT support environment.
• Collaboration with colleagues, vendors, and business users across multiple countries and time zones.
• Fast-paced environment requiring prioritization of multiple requests and incidents.
• Opportunities to participate in global projects, digital transformation initiatives, and professional development programs.

Success Measures

• Incident resolution and response times.
• Customer satisfaction scores and user feedback.
• Service Level Agreement (SLA) compliance.
• Quality and accuracy of support provided.
• Contribution to process improvements and team collaboration.
• Effective support of global business operations and technology services.