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) Contact Number: 9786888866