Retail IT Support Technician

Job Description

Job Description

Princess Polly is the global fashion brand at the forefront of trend-driven, lower impact and accessible apparel. Established as an online force in the Australian retail scene in 2010, Princess Polly quickly became the clothing brand found in every influencer haul, viral TikTok, Instagram OOTD and celeb street looks. Now, one of the fastest-growing online women's fashion brands in the USA, Princess Polly has been delivering the best online shopping experience to customers worldwide for over 10 years.

As a part of A.K.A Brands; we are a global player with offices located in Los Angeles and Australia’s Gold Coast. With big plans ahead, we're always on the hunt for new talent to join our global team.

Think you can help us in our journey of becoming the best four wall shopping destination like...ever? If you're a motivated team player that's obsessed with all-things fashion and pop culture, we'd love to hear from you.

POSITION SUMMARY

The Retail IT Support Technician will be responsible for supporting the technology environment across Princess Polly’s U.S. retail stores. This role plays a critical part in maintaining daily operations by providing prompt, knowledgeable, and friendly technical support to store teams. The successful candidate will proactively manage IT systems, maintain store-level hardware and software, support retail POS technology, and ensure smooth system integrations, contributing directly to the success of our omni-channel retail strategy.

IF YOU ARE INTERESTED, THIS IS WHAT SUCCESS LOOKS LIKE AS OUR RETAIL IT SUPPORT TECHNICIAN :

You’ll provide technical support to retail store teams, resolving hardware, software, network, and POS issues in a timely and professional manner.

You'll manage and support store technology infrastructure, including POS devices, printers, routers, hand scanners, tablets, RFID systems, and fixed readers.

You'll write and maintain clear documentation on IT support procedures, new store setups, device configurations, issue resolution steps, and system workflows.

You'll support daily system health checks, troubleshoot Shopify POS and related integrations, and escalate issues as needed.

You'll lead and support IT setup for new store openings, coordinating with vendors and internal teams to ensure a seamless launch.

You'll train store staff on new systems and technologies, documenting processes and troubleshooting guides.

You’ll collaborate with internal IT teams, retail operations, and third-party vendors to ensure system uptime and maintain service excellence.

COMMERCIAL AND TECHNICAL REQUIREMENTS :

2+ years of experience in a hands-on IT support role—retail or field service support experience strongly preferred.

Experience with POS systems (Shopify POS preferred), RFID technologies, and retail tech hardware (Zebra printers, iPads, scanners, etc.).

Proficient in troubleshooting Mac and Windows systems, Google Workspace, and basic networking (routers, APs, firewalls).

Familiarity with Shopify

Ability to manage ticketing queues (Freshservice experience a plus), perform diagnostics, and drive resolution with urgency.

Strong organizational and communication skills—able to prioritize, document, and report issues with clarity.

Must be able to work in-store and travel to retail locations when needed. This is a hybrid position with an expectation of spending at least 3 days a week in-store.

NICE TO HAVE :

IT certifications (CompTIA A+, Network+, Google IT Support).

Experience supporting systems across geographically distributed retail locations.

Experience supporting Apple Business Manager, mobile device management (MDM), and SaaS integrations.

CULTURE COMPETENCIES :

Proactive Mindset : You don’t wait to be told what to do you jump in and take initiative.

Retail Empathy : You understand and support the unique challenges of retail environments.

Calm Under Pressure : You stay composed and troubleshoot effectively even when tech fails mid-rush.

Team Player : You work seamlessly across departments to deliver solutions, not just fixes.

Ownership Mentality : You treat every store system like it’s your own—resolving issues thoroughly and thoughtfully.

WORK ENVIRONMENT :

Based in-office 3 days per week, with travel required to retail store locations as needed.

Occasional after-hours or weekend availability may be required during new store openings or high-impact events.

READY TO JOIN THE TEAM?

Be a critical player in Princess Polly’s retail growth empowering our store teams with rock-solid tech support and smart systems that scale.

SALARY BANDING : $75K-85K

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.