Tier 2 Tech Support

Job Title: Systems Technician (Tier 2)

Location: COQ Warehouse
Working Hours: 7:30 AM – 3:30 PM PST
Salary: $45,000 – $55,000

Job Overview

We are seeking a Systems Technician (Tier 2) to play a pivotal role in maintaining and expanding our IT infrastructure. This position is instrumental in supporting new store openings (NSOs), acting as a key technical liaison across departments to coordinate and execute seamless IT deployments.

In addition to NSO responsibilities, the successful candidate will provide day-to-day technical support across warehouse, office, and retail environments. This includes device configuration, network maintenance, asset tracking, and troubleshooting hardware and software issues. We’re looking for someone who thrives in a fast-paced setting, communicates clearly, and brings both technical expertise and logistical discipline.

Key Responsibilities

Hardware Installation & Configuration

• Lead the setup and testing of IT equipment including POS systems, computers, printers, and networking devices for new store openings.

• Manage scheduling, logistics, and resource allocation to ensure readiness by store launch dates.

• Ensure all deployments meet the company's configuration standards and specifications.

Cross-Department Coordination

• Collaborate with IT, Operations, Facilities, and external vendors to deliver fully functional IT environments for each new store.

• Serve as the primary point of contact for NSO-related technical inquiries and escalations, ensuring fast, accurate communication.

Inventory & Asset Management

• Maintain accurate records of all IT assets from acquisition to deployment.

• Conduct regular inventory audits and reconcile discrepancies to ensure adequate stock for upcoming NSOs and IT operations.

• Oversee lifecycle tracking for devices across warehouse, HQ, and retail locations.

Ticket Management & Technical Support

• Monitor and resolve daily IT support tickets across environments, prioritizing NSO-related issues to avoid launch delays.

• Provide detailed documentation of resolution steps and escalation protocols.

• Escalate unresolved issues appropriately to ensure minimal disruption to store operations and opening schedules.

Documentation & Reporting

• Document hardware configurations, network setup procedures, installation protocols, and troubleshooting steps.

• Provide regular updates to leadership on NSO progress, technical roadblocks, and resolution timelines.

Continuous Improvement

• Proactively identify opportunities to improve deployment processes, reduce downtime, and streamline communications.

• Contribute to the development of SOPs and training materials for NSO and Tier 2 support activities.
  
  

Qualifications & Skills

• Diploma or Degree in Computer Science, Information Technology, or related field.

• Minimum 2 years of experience in a technical support or IT technician role.

• Strong knowledge of hardware, software, and networking fundamentals.

• Experience in Windows and macOS environments.

• Proficiency in using device management platforms such as Microsoft Intune.

• Understanding of network security, antivirus, and IT best practices.

• Strong communication skills with the ability to translate technical concepts clearly to non-technical teams.

• Experience with POS and ERP systems is an asset.

• Familiarity with imaging tools like Acronis or Clonezilla is a plus.

• Certifications such as A+, Network+, or CCNA are advantageous.