We are seeking an experienced IT Support Analyst with excellent customer service and technical skills to provide support to our clients growing business throughout North America. In this role, the IT Support Analyst will review and provide support to different business channels including 400 Retail locations, Omnichannel, Head Office and Distribution Centers. The successful candidate will use their technical experience to analyze incoming support tickets and provide first level resolution or work on escalating to appropriate partners in addressing issues. You will also take part on special projects such IT setups for new stores and special application or hardware projects as they arise. In this role, the candidate will work to improve IT processes by developing documentation and ensuring standard operation procedures can be established to ensure that we provide world-class support to our end-users and retail locations. This role is fully onsite in the Midway, GA office.

What you can expect:

Responsibilities include, but not limited to the following:

• Understand and support retail business processes and functionality focused but not limited to Point of Sale, Front and Backoffice application and systems.
• As a retail business, flexibility to occasionally provide weekend, and holiday support will be necessary.
• Manage equipment procurement, receiving, staging, asset tracking/management and allocation through equipment lifecycle.
• Review and manage incoming support tickets to acceptable resolution.
• Participate in and contribute to US and international IT related Retail projects and implementation support.
• Handle workplace management requests from Head Office users.
• Gather and document business requirements, processes changes and workflows
• Integrate and implement new processes and solutions into existing system landscape
• Support formal testing conducted by the business for system modifications and fixes
• Manage and monitor system communication (interfaces)
• Create/edit training documentation using a variety of media

Your profile:

• Minimum Bachelor’s degree from an accredited college or university
• 5 years' experience in similar roles
• Able to interface with internal customer and IT Management to communicate complex ideas clearly
• Able to grasp complex technical concepts quickly and produce detailed requirements documents
• Experience with Oracle xStore POS or other POS systems, SAP Retail and Salesforce Commerce Cloud is a plus but not required
• Experience with troubleshooting network (LAN/WAN/Wi-Fi) issues and escalate with providers as necessary
• Microsoft 365, Intune, SCCM experience considered a plus
• Ability to define problems, collect data, establish facts, and draw valid conclusions; ability to deal with problems involving several concrete variables in standardized situations; ability to prioritize and manage commitments and adjust to changing priorities
• Analytical, independent, structured, and careful work attitude, as well as organizational talent and assertiveness
• Able to occasionally travel internationally - valid passport required.
• Excellent oral and written communication skills
• Speaking other languages like German, Spanish or Portuguese is a plus.
• Able to lift 50lbs
• While we value experience and education in candidates, we also look beyond just the skill set and try to find