Xstore L2

**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.
- **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.