Job Title

Technical Engineer Retail Information Systems Support Engineer

Job Summary

The Technical Engineer – Retail Information Systems Support Engineer is responsible for supporting, maintaining, and troubleshooting retail IT systems that enable day-to-day business operations. This role ensures the availability, performance, and security of retail applicationsnetwork connectivity, and back-office systems while providing timely technical support to end users.

Key Responsibilities
Provide first- and second-level technical support for retail information systems.
Monitor and support retail applications, databases, and system integrations.
Diagnose and resolve software issues within agreed service levels (SLAs).
Respond to incidents, service requests, and escalations through the IT service management system.
Monitor system performance and proactively identify potential issues.
Ensure compliance with IT security policies, data protection standards, and change management processes.
Provide end-user training and guidance on retail systems and applications.

Required Qualifications
Bachelor's degree or diploma in Computer Science, Information Technology, Electronics, or a related field.
2–5 years of experience in IT support, retail systems, or technical engineering.




Experience supporting retail environments.
Knowledge of Windows operating systems, networking (TCP/IP, DNS, DHCP), and Active Directory.
Familiarity with SQL databases and basic database troubleshooting.
Experience with ITSM tools such as ServiceNow, D365 service management, Freshdesk ticket management, or similar.

Preferred Skills
Knowledge of retail ERP systems applications.
Experience with Microsoft 365 administration.
Basic understanding of virtualization and cloud platforms.

Key Competencies
Solid troubleshooting and analytical skills.
Excellent customer service and communication skills.
Ability to prioritize multiple support requests in a fast-paced environment.
Solid documentation and organizational skills.
Team player with the ability to work independently.
Attention to detail and commitment to service quality.

Working Conditions
office workplace.
.

Performance Indicators
Incident resolution within SLA targets.
System uptime and availability.
Customer satisfaction (CSAT) scores.
First-call resolution rate.
Successful completion of system deployments and upgrades.
Accuracy and completeness of technical documentation.

📌 Retail Information Systems Support Engineer New Delhi
🏢 Nilorn India
📍 New Delhi