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 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.
Lavoro da remoto, 7 days per month.
📌 Store IT Support Specialist
🏢 Autogrill
📍 Pistoia