ABOUT FOREST ESSENTIALS
Reports To: Head of IT Operations
Location : Noida, Uttar Pradesh

POSITION OVERVIEW
We are seeking an exceptional Support Manager to lead end-user support and retail operations excellence across Forest Essentials' expanding store and factory network. This role connects technology and business operations, ensuring smooth POS systems, uninterrupted retail technology, and proactive end-user support across ~200+ locations.

As Support Manager, you will drive operational excellence through direct support delivery, team coordination, vendor management, and continuous improvement initiatives. You'll be instrumental in supporting our retail expansion, ensuring business continuity, and building scalable support infrastructure for future growth.

KEY RESPONSIBILITIES
1. POS & Retail Application Support
• Ensure uninterrupted POS operations across all retail locations nationwide
• Troubleshoot and resolve billing-related issues with minimal downtime
• Provide user training and first-line support for POS systems and retail applications
• Coordinate User Acceptance Testing (UAT)



for new POS versions and features
• Liaise with POS vendors for incident resolution, escalations, and product updates
• Support recent store launches, configurations, and POS rollouts
• Maintain POS ticket queue and achieve SLA targets

2. System & End-User Support
• Provision, deploy, and configure desktop and laptop equipment for end-users
• Perform OS installations, updates, and troubleshooting
• Deploy software applications and manage license installations
• Provide technical support for printers, peripherals, and connectivity issues
• Address day-to-day user IT requirements and technical support tickets
• Achieve SLA compliance for ticket closure and issue resolution
• Maintain asset tracking and documentation for all equipment

3. CCTV & Surveillance Management
• Monitor CCTV system health and recording availability across locations
• Conduct periodic health checks and prevent

📌 Assistant Manager Technical Support (Uttar Pradesh)
🏢 Forest Essentials
📍 Uttar Pradesh