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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.
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Contract
Job function
* Job function
Information Technology
* Industries
Food and Beverage Services
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