Desktop Support Engineer

Position Summary:

The Desktop Support Executive will be responsible for providing on-site and remote technical support to end-users within a retail store environment. This includes troubleshooting hardware and software issues on desktops, laptops, POS systems, printers, and other IT equipment. The role requires prompt, professional, and courteous service, ensuring minimal disruption to store operations.

Key Responsibilities:

• Technical Support:

• Provide first-level support for desktop computers, laptops, and retail-specific hardware like POS systems, barcode scanners, receipt printers, and price checker machines.
• Diagnose and resolve hardware and software issues promptly to minimize store downtime.

• System Maintenance:

• Ensure all IT equipment in stores is up-to-date, functional, and follows the organizations security standards.
• Perform periodic maintenance checks on IT equipment to ensure optimal performance.

• Incident Management:

• Log and manage service requests, incidents, and issues reported by store staff, maintaining detailed documentation for future reference.
• Escalate issues to the IT Manager or relevant support teams when necessary, ensuring timely resolution of critical issues.

• Installation and Setup:

• Set up and configure new desktops, POS systems, printers, and other IT hardware for store openings, relocations, or expansions.
• Install and update essential software and applications on end-user systems.

• User Training and Support:

• Assist store staff with troubleshooting basic IT issues, such as password resets, system navigation, and usage of retail-specific applications.
• Provide on-site guidance for the efficient use of technology in day-to-day operations.

• Inventory and Documentation:

• Maintain accurate records of IT assets, including serial numbers, warranties, and repair history for all store equipment.
• Track and manage spare parts inventory, ensuring the availability of essential components for quick replacements.

• Network Support:

• Troubleshoot basic network connectivity issues for store Wi-Fi, LAN, and VPN connections.
• Coordinate with the network team for complex issues or updates.

Preferred candidate profile

• Strong problem-solving and troubleshooting skills.
• Excellent communication and customer service skills.
• Proficient in Windows operating systems, Microsoft Office Suite, and basic network troubleshooting.
• Knowledge of retail software and hardware (POS, scanners, printers) is an advantage.