Senior IT - Engineer

Role Overview: You are a proactive and highly skilled Senior IT Engineer responsible for providing expert-level technical support and managing critical IT infrastructure within a 24/7 operational environment. Your role requires strong problem-solving skills, a customer-centric mindset, and the ability to operate effectively in a rotational shift schedule. You will play a key role in ensuring system availability, driving incident resolution, and collaborating with cross-functional teams to maintain high standards of service delivery. Key Responsibilities: - 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. - Prior experience managing and supporting IT infrastructure in a retail environment, including Point of Sale (POS) systems, multiple store locations, and warehouse operations. - Serve as a point of escalation for complex IT issues, service requests, and technical problems. Responsible for timely and effective resolution of incidents, maintaining agreed-upon SLAs and KPIs. - Oversee the day-to-day management and optimization of the IT infrastructure, including desktops, laptops, servers, network equipment, and other end-user devices. - Collaborate with other IT departments to streamline support processes, resolve cross-functional issues, and improve overall service delivery. - Provide guidance and technical mentorship to junior IT support staff, assisting them with complex issues and helping to build their skills and confidence. - Create and maintain comprehensive documentation of IT processes, procedures, and resolutions to build a robust knowledge base for the entire team. - Ensure a high level of end-user satisfaction by addressing user concerns, gathering feedback, and implementing improvements based on their input. - Participate in and lead IT projects related to service desk enhancements, technology upgrades, and new system implementations. Qualification Required: - 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. - Demonstrated expertise in troubleshooting and resolving complex hardware and software issues. - Proficient with IT service management tools like Jira, Slack, or similar platforms. - Excellent verbal and written communication skills with the ability to convey technical information clearly to both technical and non-technical stakeholders. - Strong analytical and problem-solving abilities, with the capacity to make informed decisions under pressure. - The ability to work independently and effectively within a rotational shift schedule, including nights and weekends. - A team player with the ability to work collaboratively across different departments to achieve organizational goals. - Relevant certifications such as ITIL, MCP, CompTIA A+, or similar are highly desirable. - A Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent experience.,