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