Senior IT - Engineer

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Position Summary

24/7 operational environment

Key Responsibilities

• Rotational Shift Operations:

  Work a flexible rotational shift schedule to provide continuous, 24/7 technical support. This includes managing daily IT operations, responding to incidents, and ensuring system availability during all shifts, including nights, weekends, and holidays.

• Retail IT Experience (Highly Desirable):

  Prior experience managing and supporting IT infrastructure in a

  retail environment

  , including Point of Sale (POS) systems, multiple store locations, and warehouse operations.

• Expert Issue Resolution:

  Serve as a point of escalation for complex IT issues, service requests, and technical problems. You will be responsible for timely and effective resolution of incidents, maintaining agreed-upon SLAs and KPIs.

• Infrastructure Management:

  Oversee the day-to-day management and optimization of the IT infrastructure, including desktops, laptops, servers, network equipment, and other end-user devices.

• Collaboration:

  Collaborate with other IT departments (e.g., Systems, Network, Security) to streamline support processes, resolve cross-functional issues, and improve overall service delivery.

• Mentorship:

  Provide guidance and technical mentorship to junior IT support staff, assisting them with complex issues and helping to build their skills and confidence.

• Documentation:

  Create and maintain comprehensive documentation of IT processes, procedures, and resolutions to build a robust knowledge base for the entire team.

• Customer Satisfaction:

  Ensure a high level of end-user satisfaction by addressing user concerns, gathering feedback, and implementing improvements based on their input.

• IT Projects:

  Participate in and lead IT projects related to service desk enhancements, technology upgrades, and new system implementations.

Required Skills and Qualifications

• Experience:

  A minimum of 5-8 years of experience in an IT support or technical support role, preferably within a rotational or 24/7 shift environment.

• Technical Proficiency:

  Demonstrated expertise in troubleshooting and resolving complex hardware and software issues.

• IT Tools:

  Proficient with IT service management tools like Jira, Slack, or similar platforms.

• Communication:

  Excellent verbal and written communication skills with the ability to convey technical information clearly to both technical and non-technical stakeholders.

• Problem-Solving:

  Strong analytical and problem-solving abilities, with the capacity to make informed decisions under pressure.

• Adaptability:

  The ability to work independently and effectively within a rotational shift schedule, including nights and weekends.

• Collaboration:

  A team player with the ability to work collaboratively across different departments to achieve organizational goals.

• Certifications:

  Relevant certifications such as ITIL, MCP, CompTIA A+, or similar are highly desirable.

• Education:

  A Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.