IT Support Analyst

A company is looking for a Support Analyst in Support Services. Key Responsibilities Provide advanced troubleshooting and resolution for retail incidents as a Tier 2 support Manage urgent escalations from Retail Field Leaders and ensure follow-through to resolution Conduct root cause analysis and validate critical retail operations post-production changes Required Qualifications 4+ years in level 2+ operational support roles within retail environments Hands-on experience supporting Point of Sale (POS) systems and hardware Experience with retail-specific applications and hardware troubleshooting Strong understanding of IT best practices and SLAs Experience in incident resolution and escalation management