Job Description

Job Overview:

We are looking for a highly skilled Xstore L2/L3 Support Specialist to join our dynamic L2/L3 support team. This position is ideal for someone with experience in managing and troubleshooting Xstore POS systems and providing efficient support to end-users. As an Xstore Support Specialist, you will be responsible for diagnosing/analyzing and resolving complex system issues, ensuring system uptime, and contributing to the overall optimization of retail operations. Also, should have been involved in 1 or 2 implementations in the past.

Key Responsibilities:

Troubleshoot Xstore POS Issues:

Provide technical support for Xstore POS systems (both L2 and L3 levels) to resolve system issues related to transactions, integration with backend systems, or hardware malfunctions.

System Configuration & Maintenance:

Assist in the configuration and maintenance of Xstore systems, including setup, upgrades, and patches.

Incident Management:

Handle escalated technical incidents (L2/L3) related to the POS systems, ensuring timely resolution while maintaining service level agreements (SLAs).

Root Cause Analysis:

Identify and diagnose the root causes of issues impacting Xstore operations, providing solutions that prevent recurrence.

Collaboration:

Work closely with internal teams (network, infrastructure, development) and third-party vendors to ensure seamless POS system operations.

User Training and Documentation:

Develop and maintain user guides, knowledge base articles, and conduct training sessions for store associates on the proper use of Xstore POS.

Performance Monitoring:

Monitor system performance, generate reports, and proactively address any performance degradation or technical issues.

Upgrades and Patches:

Assist in the planning and execution of Xstore POS software upgrades and patches to ensure systems are always up-to-date and secure.

Support Documentation:

Maintain detailed records of troubleshooting efforts, issue resolutions, and changes made to the system.

Required Skills and Qualifications:

Experience:

2 to 4 years of hands-on experience in providing technical support for Xstore POS systems or similar retail systems.

Technical Expertise:

Strong understanding of Xstore POS application architecture, system integrations (e.g., with MFCS, CRM, ORCE, OMS, and OROB), and basic hardware troubleshooting.

Java & Frameworks:

Good knowledge of Java/J2EE and frameworks like Spring and Hibernate, with the ability to troubleshoot and enhance backend services.

Problem-Solving:

Excellent problem-solving skills with the ability to analyze complex technical issues and develop effective solutions.

Communication Skills:

Strong verbal and written communication skills, with the ability to communicate technical issues to non-technical users.

Retail Knowledge:

Experience working within a retail environment or understanding retail workflows is highly preferred.

Database Skills:

Familiarity with databases (SQL, Oracle) to assist in troubleshooting and query analysis.

Tools & Platforms:

Experience with ticketing systems (JIRA), remote desktop tools, and system monitoring tools. *

Operating Systems:

Strong working knowledge of Windows Server, Linux, or similar server environments.