IT Support Specialist, Store Operations

Role Responsibilities

As an Own Store Support Specialist, you will provide technical support to Western Union’s company-owned retail locations, helping ensure store technology remains reliable and operational. You will troubleshoot hardware, software and connectivity issues while working closely with store colleagues, internal IT teams and external service providers to minimise disruption and deliver a positive support experience.

• Provide technical support for store technologies, including workstations, peripherals, point-of-sale systems, applications, network connectivity, printers and mobile devices.
• Diagnose, troubleshoot and resolve hardware, software and system-related incidents in line with established service levels.
• Manage and track incidents and service requests through the IT service management platform, ensuring timely resolution and clear communication.
• Coordinate with infrastructure, networking, security and application support teams to resolve more complex technical issues.
• Escalate critical incidents and support the restoration of services affecting store operations.
• Support store openings, relocations, technology upgrades, refresh programmes and new technology deployments.
• Maintain accurate asset records and support equipment ordering, shipping, replacement and lifecycle activities.
• Coordinate with third-party vendors and service providers on repairs, maintenance and technical support.
• Create and maintain support documentation, knowledge articles and operational procedures.
• Identify recurring issues and recommend improvements to enhance service quality and operational efficiency.
• Build strong working relationships with store colleagues and business stakeholders, providing clear communication throughout the support process.

Role Requirements

• 1–2 years of experience in IT support, technical support, service desk or a similar environment.
• University degree or equivalent relevant qualification/experience.
• Fluency in German and English.
• Good knowledge of troubleshooting hardware, software, applications and general IT systems.
• Strong customer service and communication skills, with the ability to explain technical issues clearly.
• Good organisational and problem-solving skills.
• Ability to work effectively with internal technical teams, business stakeholders and third-party service providers.
• Proactive and customer-focused approach to resolving issues and supporting business operations.

Workplace Option

Remote - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. However, due to the nature of this role, there is no specific office location where the employee is expected to report. The employee must align with their manager on other expected in-person collaboration opportunities.

BENEFITS AND OTHER DETAILS

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment. 

Your Germany -specific benefits include:  

• Working Hours – 40 hours per week - standard full-time.
• Annual Leave for Full-Time employees – 30 working days. 
• Defined Contribution pension plan

Other Details

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws. 

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Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.