L2 Support Technician

L2 Support Technician (POS Systems) Location: New Albany, Ohio (Partial Remote) The Point of Sale (POS) Level 2 Support Team is responsible for technology support and customer service for retail locations globally. This role provides Tier II support for store POS hardware and applications. The team serves as a bridge between the service desk and engineering teams and manages the installation of standard technology solutions for new and remodeled stores. This position supports evolving store systems to ensure quality and uptime for over 700 stores. Key Responsibilities Demonstrate qualities representative of the company’s culture with an appreciation for customer service, inclusiveness, and hospitality. Monitor and maintain the queue of store-related incidents escalated from the service desk or de‑escalated from engineering teams. Analyze incident patterns to identify trends and opportunities for service desk enablement. Collaborate with engineering teams on capital projects, representing the needs of support and operations teams. Support a Linux-based Point of Sale Operating System, Android and iOS mobile devices, and back‑office print technology, including basic network troubleshooting. Participate in an on‑call rotation to support a global store environment. Work with global vendors to provide consistent support for stores. Assist with store IT‑focused projects and rollouts. Required Qualifications Experience: 2+ years of experience in technical or customer support services. Technical Skills: Proficient with distributed computing architectures, remote device management, and deployment experience in a retail or restaurant environment. Professional Skills: Ability to think and react in a high‑energy, fast‑paced environment. Excellent communication skills, including phone support. Strong personal time management skills. Excellent customer service and problem‑solving skills. Benefits Overview Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on‑demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. Equal Opportunity Employment Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at View email address on click.appcast.io or View phone number on click.appcast.io. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered. #J-18808-Ljbffr Apex Systems