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.
