Position Summary:

Provide advanced end user technology support across multiple technology domains, including workstations, mobile devices, collaboration platforms, audio/video systems, networking, and workplace technology services. Serve as a primary escalation point for technical issues, delivering timely resolution while maintaining a high level of customer service and operational excellence.

Support and maintain endpoint technologies, conference room technologies, asset lifecycle processes, and workplace infrastructure to ensure a reliable, secure, and productive user experience. Partner with engineering, vendor, and support teams to troubleshoot complex incidents, implement process improvements, and support technology initiatives. Mentor team members, establish operational best practices, and drive continuous service improvements.

Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion, and safety.

Key Responsibilities:

- Provide advanced support for Windows and macOS workstations, laptops, peripherals, printers, mobile devices, and related hardware.
- Serve as an escalation point for complex end user support issues, troubleshooting hardware, software, operating system, application, and connectivity problems.
- Support and maintain Microsoft Teams Rooms, conference room technology, digital collaboration tools, and audio/video solutions.
- Troubleshoot audio/video systems including displays, cameras, microphones, speakers, conferencing devices, and integrated meeting room technology.
- Diagnose and resolve workstation performance issues, operating system issues, login/authentication problems, software installation issues, and application-related incidents.
- Perform basic network troubleshooting including wired and wireless connectivity issues, DNS, DHCP, VPN, switching, and endpoint network communication problems.
- Collaborate with engineering and third-level support teams to resolve complex infrastructure, application, network, security, and endpoint-related issues.
- Maintain accurate asset inventory records and support asset lifecycle processes including procurement, deployment, tracking, repair, refresh, retirement, and disposal of technology assets.
- Coordinate with vendors for hardware repairs, warranty support, audio/video support, software troubleshooting, and technology services.
- Support executive leadership and VIP associates by providing high-touch technical support and rapid issue resolution.
- Monitor technology environments to proactively identify recurring issues and opportunities for service improvement.
- Develop, document, and maintain operational procedures, support documentation, knowledge articles, and standard work instructions.
- Identify opportunities for automation, process improvement, and service optimization to improve support efficiency and user experience.
- Lead or participate in technology deployments, workstation refresh projects, conference room upgrades, migrations, and office technology initiatives.
- Mentor and train support team members,



providing technical guidance, knowledge transfer, and coaching.
- Coordinate and work on multiple cross-functional initiatives and operational projects simultaneously.
- Support and maintain technology solutions utilizing approved tools, processes, and technologies.
- Provide after-hours and on-call support as required.
- Must be able to perform the essential job functions of this position with or without reasonable accommodation.

Required Skills:

- 5+ years of experience supporting enterprise technology environments.
- Strong experience supporting Windows operating systems in a corporate environment.
- Experience supporting macOS devices and Apple ecosystem technologies.
- Experience troubleshooting workstation hardware, software, operating systems, and applications.
- Experience supporting Microsoft Teams, Microsoft Teams Rooms, and collaboration technologies.
- Understanding of audio/video technologies and conference room systems.
- Knowledge of endpoint management, device lifecycle management, and asset management processes.
- Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, wireless networking, and endpoint connectivity troubleshooting.
- Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.
- Excellent verbal and written communication skills.
- Proven ability to work directly with executives, business partners, vendors, and technical teams.
- Experience mentoring and coaching support personnel.
- Ability to manage multiple priorities in a fast-paced support setting.

Preferred Experience:

- Bachelor's Degree in Information Systems, Computer Science, Engineering, or equivalent work experience.
- Experience supporting large corporate office environments with high concentrations of end users.
- Experience with Microsoft Intune, Microsoft Configuration Manager (SCCM), Active Directory, Azure Active Directory, and endpoint management platforms.
- Experience supporting Microsoft 365 products and services.
- Experience managing Microsoft Teams Rooms and enterprise meeting technologies.
- Experience with asset management systems and hardware lifecycle programs.
- Experience working with third-party technology vendors and support providers.
- Experience developing operational procedures and process improvements.
- Experience with reporting, analytics, and service management tools.
- Experience supporting executive leadership and VIP users.

Kroger Leadership Model:

Some of the Leadership Behaviors needed to successfully perform this position are:

- Puts the Customer First- Anticipates customer needs, champions for the customer, acts with customers in mind,



exceeds customers expectations, gains customers trust and respect.
- Communicates effectively and candidly- Communicates clearly and directly, approachable, relates well to others, engages people and helps them understand change, provides and seeks feedback, articulates clearly, actively listens.
- Achieves results through teamwork Is open to diverse ideas, works inclusively and collaboratively, holds self and others accountable, involves others to accomplish individual and team goals.
- Leads through positive influence Demonstrates strong character; builds partnerships; models a conscious balance between work and personal life; takes personal responsibility for own development; role models leadership qualities such as motivation, inspiration, passion and trust.
- Coaches and develops others- Develops and cares about associates, builds effective teams, helps people be their best, values and manages diversity, provides candid and constructive feedback.
- Leads change and innovation - Challenges the status quo, embraces technology, puts forward creative ideas, champions and implements process improvements, gathers the ideas of others, demonstrates good judgment about which ideas will work.
- Executes with excellence - Is action oriented, drives for results, sets clear expectations and milestones, reviews progress, acts decisively, solves problems, can be counted on to consistently meet or exceed goals.
- Provides clear and strategic direction- Plans and organizes well, sets a clear and simple course of action, stays focused on the most important priorities, has the ability to visualize and plan for the future, understands the industry and marketplace.
- Safety Awareness -Identifying and correcting conditions that affect employee safety; upholding safety standards.

OUR COMMITMENT TO EQUAL OPPORTUNITY:

We are committed to creating an environment of respect, inclusion, and equal opportunity for all. We believe that a diverse workforce strengthens our ability to serve customers and communities effectively. We seek to attract, develop, and retain talent from a wide range of backgrounds and perspectives ensuring that everyone has the opportunity to contribute and grow. We provide equal employment opportunities to all applicants and employees, without regard to race, color, religion, gender, age, disability, or any other characteristic protected by applicable law. This commitment reflects our broader purpose to serve people, support communities, and create an environment where individuals can do their best work.

Talent Value Proposition statement:

At Kroger Capability Center India, your expertise becomes part of something bigger. Work alongside global teams, build capabilities across critical business functions, solve meaningful challenges, and help shape how Kroger operates and grows. As the center takes shape, you have the opportunity to contribute early, learn continuously, and see the connection between your work and the millions of customers Kroger serves.

📌 Lead IT Support Engineer I (India)
🏢 Kroger Capability Center
📍 India