Store IT Support Specialist
Descrizione dell'offerta
Position: Store IT Support Specialist
Department: IT Operations – Autogrill Italia
The Store IT Support Specialist supports daily IT operations across Autogrill Italia’s Food & Beverage stores. The role ensures business continuity through system monitoring, vendor coordination, and incident management, with a strong focus on cash register systems, hardware components, and POS-related infrastructure, in line with ITSM best practices.
Key Responsibilities
- Manage IT incident tickets via the HDA platform, ensuring resolution within defined SLAs.
- Coordinate remote and on-site vendors, ensuring timely interventions and quality resolution to minimize downtime and avoid repeat issues.
- Oversee telecom lines and store network infrastructure (WAN/LAN/Wi-Fi), acting promptly in case of disruptions.
- Oversee support activities for cash register systems, including hardware components and basic software issues, in coordination with external vendors.
- Handle IMAC and incident activities related to: Banking POS terminals; Ticket Restaurant POS; Lottery POS systems; Digital signage platforms; In-store audio systems.
- Ensure daily checks for the electronic transmission of fiscal data to the Italian Tax Authority; escalate anomalies as needed.
- Supervise IMAC activities for devices and infrastructure, providing technical details to vendors and tracking timely execution.
- Monitor the ticket backlog, ensuring vendor accountability and SLA compliance.
- Generate regular reports on ticket trends, vendor performance, and recurring operational issues.
Requirements
- Solid knowledge of cash register systems (TCPOS) and POS-related issues in F&B or retail environments.
- Basic network troubleshooting and understanding of LAN/WAN systems.
- Experience with ITSM ticketing platforms.
- Familiarity with regulations for electronic fiscal data transmission.
- Strong skills in vendor coordination, SLA tracking, and escalation.
- Ability to prioritize, analyze, and manage technical incidents efficiently.
- Technical diploma (IT, telecommunications, electronics) or Bachelor’s degree in STEM disciplines.
- At least 2 years of experience in operational IT support, preferably in F&B, hospitality, or large-scale retail environments.
- Ability to work under pressure with a solution-oriented mindset.
- Excellent communication skills and ability to interact with vendors and internal stakeholders.
- Attention to detail and accuracy in documentation and service request processes.
Preferred Qualifications
- Knowledge of ITSM best practices; ITIL Foundation certification preferred.
- Experience with platforms such as ServiceNow, HDA, or similar.
- Ability to read and understand technical English documentation.
Work Setup
- Based at Autogrill Italia HQ.
- Occasional travel across Italy may be required.
- On-site interventions only in exceptional cases; routine activities are handled remotely from headquarters.
- Full-time contract fixed-term lasting 2 years.
- Smart working, 7 days per month.