Retail Tech Support - Overnight

Role Summary
The Intersect Group is seeking a Retail Technology Support Analyst to support overnight POS system conversions across multiple store locations. This individual will serve as a key escalation point and technical resource during a high-volume deployment initiative.

In this role, you will troubleshoot complex issues, support offshore technicians, and help ensure smooth transitions to a new POS platform across 10 to 20 stores per night. You will play a critical role in maintaining service levels, resolving incidents efficiently, and delivering high-quality support across retail technology systems.

Key Responsibilities
• Provide advanced support for POS systems, online ordering, and back-office retail applications
• Troubleshoot and resolve escalated technical issues during overnight store conversions
• Support and guide offshore technical support team members on issue resolution
• Monitor and enforce service level agreements and analyze service performance trends
• Perform root cause analysis and implement improvements to reduce time to resolution
• Document processes, contribute to knowledge sharing, and maintain accurate system documentation
• Partner with internal teams and external vendors to resolve complex system and integration issues
• Assist with system configuration, updates, and testing of new retail technology solutions

Key Requirements
• 3 to 5 years of IT support experience in a hands-on technical environment
• Experience supporting POS systems and retail technology platforms
• Strong troubleshooting skills with the ability to analyze and resolve complex technical issues
• Familiarity with incident management, service level management, and root cause analysis
• Exposure to restaurant or retail operations is preferred
• Experience working with ERP, POS, or integrated retail systems is a plus
• Strong communication skills and a customer-focused mindset
• Highly organized with the ability to prioritize in a fast-paced, overnight support environment