Retail IT Support Technician/IT Specialist

POSITION SUMMARY The Retail IT Support Technician / IT Specialist will be responsible for supporting the technology environment across Princess Polly’s U.S. retail stores while also contributing to broader infrastructure and cloud initiatives. This role plays a critical part in maintaining daily retail operations by providing prompt, knowledgeable, and friendly technical support to store teams, while also assisting with cloud systems, network infrastructure, and SaaS environments. The successful candidate will proactively manage IT systems, maintain store-level hardware and software, support retail POS technology, assist with AWS and Google Cloud environments, and help manage Meraki and UniFi networking equipment—contributing directly to the success of our omni-channel retail strategy. WHAT SUCCESS LOOKS LIKE Retail & Store Support  Provide technical support to retail store teams, resolving hardware, software, network, and POS issues in a timely and professional manner.  Manage and support store technology infrastructure, including POS devices, printers, routers, hand scanners, tablets, RFID systems, and fixed readers.  Support daily system health checks, troubleshoot Shopify POS and related integrations, and escalate issues as needed.  Lead and support IT setup for new store openings, coordinating with vendors and internal teams to ensure a seamless launch.  Train store staff on new systems and technologies, documenting processes and troubleshooting guides. IT Specialist & Infrastructure Responsibilities  Assist with administration and monitoring of cloud platforms (AWS and Google Cloud) in an entry-level support capacity.  Support basic cloud tasks such as user access management, IAM permissions, instance monitoring, and troubleshooting connectivity.  Assist in managing Meraki and UniFi networking environments, including VLAN configuration support, access point deployment, switch provisioning, firewall rule updates (under guidance), and monitoring network performance and alerts.  Support Google Workspace administration and SaaS system integrations.  Maintain documentation for infrastructure configurations, network diagrams, and cloud environments.  Collaborate with internal IT, security, and DevOps teams to ensure system uptime, compliance, and best practices. Documentation & Process  Write and maintain clear documentation on IT support procedures, new store setups, device configurations, issue resolution steps, cloud workflows, and system integrations.  Manage ticketing queues (Freshservice experience a plus), perform diagnostics, and drive resolution with urgency.  Collaborate with internal IT teams, retail operations, and third-party vendors to ensure system uptime and maintain service excellence. COMMERCIAL AND TECHNICAL REQUIREMENTS  3+ years of experience in a hands-on IT support role—retail or field service support experience strongly preferred.  Experience with POS systems (Shopify POS preferred), RFID technologies, and retail tech hardware (Zebra printers, iPads, scanners, etc.).  Proficient in troubleshooting Mac and Windows systems.  Experience administering Google Workspace.  Solid understanding of networking fundamentals (routers, switches, access points, firewalls).  Exposure to Meraki and/or UniFi networking environments.  Entry-level familiarity with AWS and/or Google Cloud Platform (GCP).  Familiarity with Shopify and interconnected SaaS systems.  Ability to manage ticketing queues, prioritize incidents, and document technical resolutions clearly.  Strong organizational and communication skills.  Must be able to work in-store and travel to retail locations when needed. Hybrid position with expectation of spending at least 3 days a week in-store. NICE TO HAVE  IT certifications (CompTIA A+, Network+, AWS Cloud Practitioner, Google Associate Cloud Engineer).  Experience supporting geographically distributed retail locations.  Experience supporting Apple Business Manager, MDM platforms, and SaaS integrations.  Basic understanding of IAM roles & policies, cloud networking concepts, VPN connectivity, firewall rules, and segmentation.  Experience with Meraki Dashboard and/or UniFi Controller. CULTURE COMPETENCIES  Proactive Mindset: You don’t wait to be told what to do—you jump in and take initiative.  Retail Empathy: You understand and support the unique challenges of retail environments.  Calm Under Pressure: You stay composed and troubleshoot effectively even when tech fails mid-rush.  Team Player: You work seamlessly across departments to deliver solutions, not just fixes.  Ownership Mentality: You treat every store system like it’s your own—resolving issues thoroughly and thoughtfully. WORK ENVIRONMENT Based in-office 5 days per week, with travel required to retail store locations as needed. Occasional after-hours or weekend availability may be required during new store openings or high-impact events. SALARY BANDING 75-85k