Retail IT Support Technician

Retail It Support Technician

The Retail It Support Technician will be responsible for supporting the technology environment across Princess Polly's U.S. retail stores. This role plays a critical part in maintaining daily operations by providing prompt, knowledgeable, and friendly technical support to store teams. The successful candidate will proactively manage IT systems, maintain store-level hardware and software, support retail POS technology, and ensure smooth system integrations, contributing directly to the success of our omni-channel retail strategy.

If you are interested, this is what success looks like as our Retail It Support Technician:

• 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.
• Write and maintain clear documentation on IT support procedures, new store setups, device configurations, issue resolution steps, and system workflows.
• 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.
• Collaborate with internal IT teams, retail operations, and third-party vendors to ensure system uptime and maintain service excellence.

Commercial and technical requirements:

• 2+ 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, Google Workspace, and basic networking (routers, APs, firewalls).
• Familiarity with ShopifyAbility to manage ticketing queues (Freshservice experience a plus), perform diagnostics, and drive resolution with urgency.
• Strong organizational and communication skills—able to prioritize, document, and report issues with clarity.
• Must be able to work in-store and travel to retail locations when needed. This is a hybrid position with an expectation of spending at least 3 days a week in-store.

Nice to have:

• IT certifications (CompTIA A+, Network+, Google IT Support).
• Experience supporting systems across geographically distributed retail locations.
• Experience supporting Apple Business Manager, mobile device management (MDM), and SaaS integrations.

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 3 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.

Ready to join the team? Be a critical player in Princess Polly's retail growth empowering our store teams with rock-solid tech support and smart systems that scale.

Salary banding: $75K-85K