Job Summary:
As an L1
Resource in IT Operations candidate should be responsible for providing
frontline technical support and assistance to ensure the smooth functioning of
IT systems and operations. Primary objective will be to promptly address and
resolve technical issues reported by end-users, minimize downtime, and
contribute to maintaining optimal performance of IT infrastructure critical.
Job Description:
Serve as the first point of contact for end-users reporting technical issues or seeking assistance. Respond promptly to support requests through various channels including phone, email, and ticketing system. Troubleshoot hardware, Printer, software, and network issues encountered by end-users, aiming for timely resolution.
Incident Management: Document all reported incidents, including their nature, impact, and resolution steps, in the incident management system. Prioritize incidents based on severity and impact on retail operations. Escalate unresolved or high-priority incidents to L2 support or relevant teams for further investigation and resolution.
IT Asset Management:
Assist in maintaining an inventory of IT assets including hardware, software licenses, and peripherals. Coordinate with procurement teams for the acquisition and disposal of IT assets as required. System Monitoring and Maintenance, Monitor IT systems, networks, and infrastructure components to identify and resolve potential issues proactively. Perform routine maintenance tasks such as software updates, patches, and system backups.
Documentation and Knowledge Sharing: Create and maintain documentation for IT processes, procedures, and troubleshooting guides. Share knowledge and best practices with team members to enhance overall efficiency and effectiveness.
Compliance and Security: Adhere to IT security policies and procedures to safeguard retail systems and data. Assist in compliance audits and assessments related to IT operations and security.
Requirements
- Bachelor’s degree in Information Technology,
Computer Science, or a related field.
- Previous experience in a technical support
role, preferably in a retail or customer-facing environment.
- Strong troubleshooting skills with the ability
to diagnose and resolve hardware, software, and network issues.
- Familiarity with ITIL frameworks and incident
management practices.
- Proficiency in using help desk and ticketing
systems for managing support requests.
- Good understanding of retail IT infrastructure
including POS systems, hardware and network devices.
- Excellent communication and interpersonal
skills with a customer-focused approach.
- Ability to work effectively in a fast-paced
environment and prioritize tasks based on urgency and impact.