Job Summary:

The Tier 3 Technical Support Specialist provides escalation support for the technical support center, and other cross functional teams as needed. Troubleshooting complex IT issues that cannot be resolved at the Tier 2 level. This role requires a deeper understanding of store technologies, networking, and system configurations as well as processes. Tier 3 specialists analyze issues are a point person for escalations, and work closely with resolver groups to ensure timely resolutions. They also contribute to process improvements, documentation updates, and Provide feedback to management on opportunities in the Department.

Key Duties and Responsibilities:

• Serve as the escalation point for Tier 2 support, handling more complex technical issues related to POS systems, payment terminals, store networks, and IT infrastructure.

• Perform in-depth troubleshooting using remote desktop utilities, system logs, advanced network diagnostics, and enterprise monitoring platforms to resolve complex technical issues.

• Analyze incident trends to identify recurring problems, determine root causes, and implement long-term corrective actions.

• Manage system integrity by configuring, deploying, and troubleshooting software updates, security patches, and hardware replacements across store environments.

• Coordinate escalations by working closely with specialized resolver groups and other Tier 3 teams to address critical or widespread outages, ensuring accurate and complete information transfer.

• Maintain detailed documentation in ticketing systems, capturing troubleshooting steps, resolutions, and escalation notes to support knowledge sharing and continuous process improvement.

• Contribute to knowledge resources by updating technical articles and training materials for Tier 1 and Tier 2 teams, enhancing overall support capabilities.

• Participate in technology rollouts by testing and validating new store systems, application updates, and hardware deployments prior to production release.

Education and Experience:

• Education: Associates/2 Year Degree

• Years of Relevant Work Experience: 2+ years

Specific Knowledge and Skills:

• Ability to perform repeated bending, standing and reaching

• Strong verbal and written communication skills, with the ability to convey technical concepts to both IT professionals and non-technical users. Proficiency in composing and responding to emails for executive-level audiences, ensuring accuracy, professionalism, and confidentiality

• Knowledge of Escalation protocols and strong Servicenow ITSM navigation and use Skills.

• Advanced troubleshooting skills for hardware, software, and networking issues, particularly for POS systems, payment terminals, and store IT infrastructure.

• Strong experience with remote desktop tools (e.g., TeamViewer, BeyondTrust, Microsoft Remote Desktop) and system monitoring platforms.

• Proficiency in ticketing and IT service management systems (e.g., ServiceNow, Zendesk, JIRA) for tracking escalations and resolutions.

• Knowledge of networking concepts, including VLANs, firewalls, DHCP, DNS, and VPN configurations.

• Experience with system logs, error reports, and command-line diagnostics to analyze and troubleshoot issues.

• Familiarity with Active Directory, group policies, and user authentication processes.

• Understanding of IT security best practices, data protection policies, and compliance standards.

• Ability to analyze patterns in recurring issues and recommend process improvements or technical solutions.

• Strong troubleshooting and problem-solving skills, including root cause analysis for persistent technical problems.

• Experience handling high-pressure situations, such as major outages or security incidents, with a methodical approach.

• Excellent customer service skills, ensuring a positive support experience for store leaders and franchisees.

• Ability to communicate effectively with internal teams, including networking, infrastructure, and development teams, to resolve escalated issues.

• Strong collaboration skills to work effectively with Tier 1 specialists, resolver groups, and IT leadership.

• Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department.

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs, as necessary.

Pay: $25.00 - $26.00 Hourly

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Change Initiative For Hiring.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.