GSPANN is hiring an L1 Support Engineer to lead first-line technical support for retail store systems, focusing on point-of-sale troubleshooting, incident resolution, and store technology reliability.
Description
Roles and Responsibilities
- Lead Level 1 (L1) technical support across retail store environments.
- Manage troubleshooting and resolution of issues across Point of Sale (POS) systems, pin pads and payment terminals, printers, and other store hardware and applications.
- Support ticket monitoring and response using IT Service Management (ITSM) tools.
- Drive Major Incident Management (MIM) processes and incident resolution activities.
- Support user account management and access-related activities across Active Directory and Microsoft Azure.
- Collaborate with cross-functional teams to ensure timely issue resolution.
- Develop documentation covering troubleshooting steps, root cause analysis, and resolution procedures.
- Support a 24/7 coverage model, including weekend, holiday, and rotational shift availability.
Skills and Experience
- Bring experience in Retail IT Support or Store Technology Support.
- Demonstrate strong troubleshooting skills across Point of Sale (POS) systems, pin pads, printers, and other retail devices.
- Apply Major Incident Management (MIM) process knowledge to support incident resolution.
- Work with IT Service Management (ITSM) frameworks and ticketing tools such as ServiceNow, BMC Remedy, and Jira.
- Develop basic working knowledge of Active Directory and Microsoft Azure.
- Demonstrate excellent verbal and written communication skills.
- Bring the ability to work effectively in a 24/7 support environment.