7-Eleven · 5 hours ago
Technical Support Specialist III - Store Recovery
SSC Enon OH
Full-time
Onsite
Entry, Mid Level
$25/hr - $26/hr
2+ years exp7-Eleven is a well-known convenience store chain seeking a Tier 3 Technical Support Specialist to provide escalation support for their technical support center. The role involves troubleshooting complex IT issues, managing system integrity, and contributing to process improvements within the organization.
Food and BeverageRetail
Responsibilities
Serve as the escalation point for Tier 2 support, handling more complex technical issues related to POS systems, payment terminals, store networks, and IT infrastructure
Perform in-depth troubleshooting using remote desktop utilities, system logs, advanced network diagnostics, and enterprise monitoring platforms to resolve complex technical issues
Analyze incident trends to identify recurring problems, determine root causes, and implement long-term corrective actions
Manage system integrity by configuring, deploying, and troubleshooting software updates, security patches, and hardware replacements across store environments
Coordinate escalations by working closely with specialized resolver groups and other Tier 3 teams to address critical or widespread outages, ensuring accurate and complete information transfer
Maintain detailed documentation in ticketing systems, capturing troubleshooting steps, resolutions, and escalation notes to support knowledge sharing and continuous process improvement
Contribute to knowledge resources by updating technical articles and training materials for Tier 1 and Tier 2 teams, enhancing overall support capabilities
Participate in technology rollouts by testing and validating new store systems, application updates, and hardware deployments prior to production release
Qualification
Required
Associates/2 Year Degree
2+ years of relevant work experience
Ability to perform repeated bending, standing and reaching
Strong verbal and written communication skills, with the ability to convey technical concepts to both IT professionals and non-technical users
Proficiency in composing and responding to emails for executive-level audiences, ensuring accuracy, professionalism, and confidentiality
Knowledge of Escalation protocols and strong ServiceNow ITSM navigation and use skills
Advanced troubleshooting skills for hardware, software, and networking issues, particularly for POS systems, payment terminals, and store IT infrastructure
Strong experience with remote desktop tools (e.g., TeamViewer, BeyondTrust, Microsoft Remote Desktop) and system monitoring platforms
Proficiency in ticketing and IT service management systems (e.g., ServiceNow, Zendesk, JIRA) for tracking escalations and resolutions
Knowledge of networking concepts, including VLANs, firewalls, DHCP, DNS, and VPN configurations
Experience with system logs, error reports, and command-line diagnostics to analyze and troubleshoot issues
Familiarity with Active Directory, group policies, and user authentication processes
Understanding of IT security best practices, data protection policies, and compliance standards
Ability to analyze patterns in recurring issues and recommend process improvements or technical solutions
Strong troubleshooting and problem-solving skills, including root cause analysis for persistent technical problems
Experience handling high-pressure situations, such as major outages or security incidents, with a methodical approach
Excellent customer service skills, ensuring a positive support experience for store leaders and franchisees
Ability to communicate effectively with internal teams, including networking, infrastructure, and development teams, to resolve escalated issues
Strong collaboration skills to work effectively with Tier 1 specialists, resolver groups, and IT leadership
Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department
Company
7-Eleven
7-Eleven is a convenience retailer store with retails of food and beverage. It is a sub-organization of Seven & I Holding.
10001+ employees
H1B Sponsorship
7-Eleven has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (116)
2024 (105)
2023 (132)
2022 (132)
2021 (73)
2020 (71)
Funding
Current Stage
Public CompanyTotal Funding
$3M2023-07-17Undisclosed· $3M
1998-02-04IPO
Leadership Team
Douglas Rosencrans
Executive Vice President and Chief Operating Officer
Stanley Reynolds
President
Recent News
2026-01-11
2026-01-11
Company data provided by crunchbase