Store It Support Specialist

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 Foundationcertification 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.