Retail IT Service Desk Engineer

Job Title: Sr. Retail IT Service Desk

Location: Bangalore
Job Type: Full time
Experience Level: 3 to 5 years
Department: CIS / End-User Services

Job Summary:

We are seeking a skilled and dependable Senior Service Desk Engineer to join our Retail IT Operations team at Visionet. This is a client-facing role providing 24/7 L1.5 technical support via phone, chat, and email for one of our prestigious retail clients. The ideal candidate will be responsible for addressing end-user issues, troubleshooting POS and in-store systems, and ensuring high-quality service delivery aligned with ITIL best practices.

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
• Escalate unresolved issues to appropriate support teams and follow up to ensure resolution.
• Log all incidents and service requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, BMC Remedy).
• Provide support for Microsoft Office Suite, Windows OS, VPN, remote access tools, and basic network troubleshooting.
• Assist with user account management (Active Directory, Exchange, Office 365).
• Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries
• Support onboarding and offboarding processes including device setup and access provisioning.
• Maintain knowledge base articles and documentation for common issues and solutions.
• Adhere to SLAs and ensure timely resolution of tickets.
• Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.
• Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable applications

Key Responsibilities:

• Provide 24x7 support for end users via phone, chat, and email, focusing on retail IT operations.
• Troubleshoot and resolve issues related to Point of Sale (POS) systems, iOS devices, Windows OS, Office 365, Active Directory, and basic networking.
• Handle Incidents, Service Requests, Changes, and Problems in accordance with ITIL methodologies.
• Work in a shift-based rotation (including nights, weekends, and holidays) to support business-critical systems around the clock.
• Communicate clearly and professionally with end users and internal teams, ensuring a positive support experience.
• Collaborate with cross-functional teams to drive resolution of technical issues and meet defined SLAs, KPIs, and service improvement goals.
• Maintain accurate documentation of incidents and contribute to the development of knowledge base articles.

Ideal Candidate Profile:

• Minimum 2+ years of experience in IT support or service desk roles, preferably in a retail IT environment.
• Strong working knowledge of POS systems, Windows/iOS platforms, Active Directory, Office 365, and fundamental networking concepts.
• Hands-on experience providing technical support over phone, chat, and email in a fast-paced environment.
• Familiarity with ITIL processes, especially Incident Management, Change Management, and Problem Management.
• Excellent oral and written communication skills, with a strong customer service orientation.
• Proven ability to work effectively in 24x7 rotational shifts and collaborate with global support teams.

Networking Knowledge for POS Troubleshooting:

• Strong understanding of basic networking concepts (TCP/IP, DNS, DHCP, LAN/WAN) as they relate to retail environments.
• Ability to diagnose and resolve connectivity issues between POS terminals, payment gateways, printers, and back-office systems.
• Experience troubleshooting issues related to Wi-Fi connectivity, static IP configurations, and basic switch/router-level problems that impact store devices.
• Familiarity with network monitoring tools or utilities (e.g., ping, tracert, ipconfig, nslookup) to quickly isolate network-related root causes.
• Understanding of firewall rules, VPNs, and network segmentation, especially in PCI-compliant environments.

Shift Coverage:

• Rotating shifts including overnight, weekends, and holidays.
• Overtime and on-call opportunities may be available.

Required Qualifications:

• 2+ years of IT Service Desk or technical support experience in a 24/7 or high-demand environment.
• Proven experience supporting POS systems (e.g., Oracle Xstore, NCR, Toshiba, Shopify POS, Square).
• Familiarity with retail technologies including scanners, receipt printers, payment terminals (Verifone/Ingenico), and mobile POS devices.
• Strong understanding of networking fundamentals (IP, DNS, DHCP, Wi-Fi) and Windows OS.
• Hands-on experience with remote troubleshooting tools and ticketing platforms.
• Strong communication skills and ability to clearly explain solutions to non-technical users.
• Ability to work independently, remain calm under pressure, and prioritize multiple incidents.

Preferred Qualifications:

• IT certifications: CompTIA A+, ITIL Foundation, CCNA or Microsoft certifications.
• Experience in a large-scale, multi-store retail organization.
• Familiarity with monitoring systems and alert management tools.
• Experience working in a follow-the-sun or global support environment.
• Multilingual support capabilities (a plus depending on store regions).