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.
• 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.