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 relationships with store personnel and business stakeholders.
- Ensure consistent communication throughout incident resolution and service request fulfillment.
- Support business continuity by responding effectively to store-impacting issues and outages.

Requirements
- Bachelor's degree in technology is preferred, and relevant technical certifications are a plus, at least one (1) to three (3) years of related IT experience providing end user support, preferably within the operations environment.
- Experience in a company with ITIL processes implemented and working with mobile devices that run in Androi

📌 Own Store Support Specialist (Perú)
🏢 Westernunion
📍 Perú