This role is responsible for providing technical support to company-owned retail locations worldwide, ensuring the continuous operation of store technology and delivering exceptional experience to store employees and business partners, this role serves as a key point of contact for hardware, software, and operational technology issues affecting retail locations.

The specialist is responsible for troubleshooting, resolving, and coordinating incidents and service requests while working closely with internal IT teams, vendors, to minimize business disruption and maintain technology reliability.

Role Responsibilities
- Provide technical support for company-owned retail store technologies, including workstations, peripherals, point-of-sale systems, applications, network connectivity, printing solutions, and mobile devices.
- Diagnose, troubleshoot, and resolve hardware, software, and system-related incidents in accordance with established service level agreements.
- Manage and track incidents and service requests through the IT service management platform,



ensuring timely resolution and effective communication with stakeholders.
- Coordinate with infrastructure, networking, security, and application support teams to resolve complex technical issues.
- Escalate critical incidents appropriately and assist in restoring services impacting store operations.
- Maintain accurate asset inventory records and assist with equipment ordering, shipping, replacement, and lifecycle management activities.
- Work with third-party vendors and service providers to coordinate repairs, maintenance, and support activities.
- Create and maintain support documentation, knowledge articles, and operational procedures.
- Identify recurring issues and recommend process or technology improvements to enhance service quality and operational efficiency.
- Deliver a high level of customer service while supporting retail locations across multiple regions and time zones.
- Build strong working relations

📌 Own Store Support Specialist (Lima)
🏢 Western Union
📍 Lima