Technical Support Engineer

Job Summary

We are looking for a proactive and technically skilled Technical Support Engineer to handle field and remote support activities, coordinate with internal teams and vendors, and ensure smooth IT infrastructure and hardware/network operations across retail and logistics environments. The role involves significant field travel and hands -on troubleshooting.

Key Responsibilities

1. Helpdesk & Ticket Management

• Coordinate with Retail Helpdesk for ticket updates, tracking, and closure
  
• Ensure timely resolution of incidents within SLA
  
• Follow up on pending or escalated tickets
  

2. Vendor & Escalation Management

• Coordinate with vendors for issue resolution and service requests
  
• Escalate critical technical issues as per defined escalation matrix
  
• Ensure vendor compliance with service quality standards
  

3. Logistics & Spares Coordination

• Coordinate with MSL logistics team for spare parts availability
  
• Track and manage replacement of faulty hardware components
  
• Ensure minimal downtime through quick spare deployment
  

4. Asset & Inventory Management

• Perform physical verification of IT assets and hardware inventory
  
• Ensure proper asset tagging and documentation
  
• Prepare and submit inventory and audit reports
  

5. IMAC Activities

• Handle Installation, Move, Add, Change (IMAC) activities for IT equipment
  
• Ensure proper configuration and setup during deployments or relocations
  

6. Rollout & Deployment Support

• Support IT rollout activities across retail/branch locations
  
• Assist in hardware and network setup during new implementations
  

7. Field Support

• Provide on -site technical support across assigned locations
  
• Troubleshoot hardware, networking, and basic system issues
  
• Ensure proper documentation of all field activities
  

Required Skills

• Hardware troubleshooting (Desktops, Laptops, Printers, POS devices)
  
• Basic networking knowledge (LAN/WAN, TCP/IP, troubleshooting)
  
• IT asset management & inventory tracking
  
• Vendor coordination and escalation handling
  
• Strong communication and coordination skills
  
• Experience in IMAC and rollout support activities
  
• Familiarity with ticketing tools (ServiceNow / equivalent preferred)