IT End-User Support Engineer

Position Summary

The IT Service desk Engineer will be responsible for providing first-line technical support to retail stores, manufacturing units, and corporate offices. The role involves troubleshooting hardware, software, network, and application issues to ensure smooth daily operations across the companys retail and business environments.

Key Responsibilities

• Act as the first point of contact for IT support requests via phone, email, or ticketing system.
• Provide timely resolution for hardware, software, and network-related issues.
• Knowledge on Install, configure, and maintain desktops, laptops, printers, POS systems, and other peripherals.
• Manage user accounts, access permissions, and password resets in Active Directory and business applications.
• Support retail store IT systems including billing/POS, CCTV, biometric, and network connectivity.
• Coordinate with vendors and service providers for issue escalation and resolution.
• Escalate more complex issues to Level 2 or specialized support teams when they cannot be resolved at the L1 level
• Ensure IT support requests are logged, tracked, and closed in the ITSM/ticketing tool.
• Assist in setting up new users, systems, and hardware for store openings or relocations.
• Maintain asset inventory and update IT documentation.
• Adhere to IT policies, security standards, and data protection practices.
• Provide remote support and occasional on-site assistance as required.

Required Qualifications

Education:

Experience:

Technical Skills:

• Windows OS support (Windows 10/11)
• Microsoft 365 / Outlook / Teams administration
• Network troubleshooting (LAN/WAN, routers, switches, Wi-Fi)
• Hardware setup and maintenance
• Experience with POS systems and barcode/scanning devices (preferred)
• Basic understanding of Active Directory and ITSM tools (e.g., ManageEngine, ServiceNow, etc.)

Soft Skills:

• Strong customer service and excellent communication skills
• Good problem-solving and analytical abilities
• Ability to work independently and under pressure
• Team-oriented with a positive attitude

Work Schedule:

• Full-time, on-site role
• Weekend support as required by retail operations during festive seasons