Job Title:  Retail Technology Engineer I

Primary Purpose of Job:

The Retail Technology Engineer I is responsible to assist in delivery of retail hardware and systems across multiple retail businesses and lab areas in high availability environments. Includes delivery of retail technology hardware, machine configuration, low voltage electrical design, IoT, and automation using the underlying technologies used at QuikTrip. This position will be involved in multiple projects through all life-cycle phases in accordance with established procedure and standards and will ensure that reliability and supportability are treated as importantly as the original deployment. This position provides Tier 3 technical support for retail systems / hardware, requires constant problem-solving, and is heavily reliant on teamwork.

Major Functions:

Effectively implement technology solutions for retail businesses. 70% of total job

• Assist in the planning, design, and implementation of retail hardware, systems, and IoT hardware and management platforms at a high-quality level in waterfall or agile projects.
• Ensure designs meet industry best practices, standards, and any security and compliance requirements.
• Create and maintain baseline device images for deployed hardware.
• Assist in creation and automation of processes for provisioning, maintaining, and monitoring hardware and software solutions designed for minimal impact to retail and IT Operations teams.
• Effectively create and document support plans for Tier 1 and 2 support teams.
• Work with 3rd parties to maximize project success.
• Assist in maintaining physical and virtual lab environments that closely mirror Production as needed to support business needs and software engineering teams.
• Assist with creating and maintaining system level documentation including system integration diagrams.
• Research, develop, and evaluate (R&D) retail technology hardware and systems to meet business or technology needs.
• Assist project teams (all levels of QuikTrip management and developers), to determine project requirements and make technical recommendations on appropriate technology selections.

Technical Support – 20% of total job

• Actively resolve support issues escalated to Retail Technology team.
• Troubleshoot, analyze, and resolve technology challenges.
• Liaison between vendors, and customers to ensure timely resolution of issues and keeping stakeholders informed.
• Provide root cause analysis on outages and other common or repeated service issues.
• Seek opportunities to automate processes to enable reliability.
• Maintain knowledge of what support issues are most common for the retail environments and work with operations teams to maximize the use of automation to reduce support costs.
• Develop and publish support documentation for internal users for troubleshooting, training and other areas as needed.
• Gather and forward customer feedback and suggestions for product improvement.

Technical Leadership – 5% of total job

• Maintain technical competence and relevance on existing and emerging systems, infrastructure, and automation technologies.
• Recommend and improve procedures/processes.
• Ensure that appropriate technology is implemented in the appropriate manner.
• Provide input into current and future reference architectures.
• Analyze current system utilization and assist in device lifecycle planning.

Administration and Communication – 5% of total job

• Perform administrative tasks as required by QuikTrip policy or as assigned.
• Maintain confidentiality regarding the information being processed, stored or assessed by any network tools or during any troubleshooting procedures.
• Accurately record work item and trouble call assignment updates within timeframes determined by departmental standards or individual supervisors.
  • Record time tracking.
  • Identify individual task progress.
  • Identify task completion.

Position in Organization:

Reports to: Senior IT Program Manager

Directly supervises: N/A

Indirectly supervises: 3rd party resources, vendors as necessary in projects

Relationship:

Inside the Company: All Information Technology personnel and a high percentage of other department personnel.

Outside the Company: Hardware and software vendors, 3rd party professional services and consulting companies.

Position Specification:

The required specifications (education, experience, and skills) are those that the employee must have to hold the position.  Applicants applying for this position must possess the required specifications in order to be considered for the job.  The desired specifications are those that are not required for the employee to hold the position but the employee should try to obtain the desired education, experience, and/or skills to be effective and successful in the position.

Required education: High school graduate or equivalent. College or technical school courses in computer engineering and electrical engineering or equivalent experience.

Desired education: Bachelor’s degree in computer engineering or related technical

field. Certification in one or many Information Technology disciplines.

Required experience: 2-4 years client technology, low voltage design or electrical engineering experience in large, complex IT environments. Basic knowledge of endpoint management, MDMs, Microsoft Desktop and Server OS, Linux, Android, iOS, application packaging / PXE deployment, MS Group Policy, Active Directory, PCI compliance and retail client technology systems. Basic knowledge of PowerShell or other relevant scripting languages. Network and client certificate troubleshooting.

Desired experience: 4+ Years client technology or electrical engineering experience in large, complex IT environments. Subject matter expert on retail technology hardware and systems that QuikTrip utilizes.

Required skills: Ability to rapidly acquire new knowledge and skills perpetually and remain current on existing and future technologies. Basic skills in retail technologies and systems with the ability to implement in high availability retail environments. Basic diagnostic, trouble-shooting, and problem-solving skills. Ability to solve problems independently and quickly communicate them clearly to management. Need to be able to work in a team environment. Ability to translate business needs into technical solutions. Must be able to take initiative and work without direct supervision. Ability to create and maintain accurate documentation of hardware and systems. Basic skills with endpoint configuration/management tools, scripting languages, Windows/Android/Linux/iOS operating systems, MDMs, IoT portal/management tools, monitoring tools, Splunk, and virtualization. Some experience with network troubleshooting.

Desired skills: Proficient with endpoint configuration/management tools, scripting languages, Windows/Android/Linux/iOS operating systems, MDMs, IoT portal/management tools, monitoring tools, Spunk, and virtualization.

Additional Criteria:

Must have knowledge of many areas and be able to switch between them rapidly. Must be able to work under pressure and provide guidance to Information Technology users during crisis modes. This position requires good communications skills in order to assist customers with problems. Ability to work in a fast-paced team environment. Works under direct supervision. Intermittent or extended travel may be required based on project or support requirements and may encompass Holidays and non-standard working hours.

Starting Salary: $80,000-$100,000

Benefits:  Employee Benefits – QuikTrip