Responsible I.T Support Engineer for Central, Western & Eastern Region.
Stores will be individually assigned to you as per the Scope of Support Document.
All I.T Equipment’s for the stores assigned to you are under your responsibility.
All BOS, POS, KDS, KPS, FP, Camera's, Sensors/Wi-Fi installations, configurations, troubleshooting’s, system updates and support for the assigned stores to you are your primary responsibilities.
All Software's such as NAV, Mename, Time and Attendance, Camera Surveillance, all Pre-Installed Applications like Office, Compressors, Drivers Etc are your deliverables in terms of updates, configurations, troubleshooting is done by you.
All Data Management such as Nav-SQL Databases, Sales Replications, Time and Attendance Database Backup.
Camera Recordings, User Desktop Data for the assigned stores is guaranteed by you and is regularly backed up as defined in your Daily Checklists.
All Installations, configurations for the New Branch Openings are handled by you when directed by your direct Manager.
The help of other departments such as Engineering, Projects, Maintenance and 3rd Party contractors will be provided to you for the new openings.
The Job Description will be changed while notifying you upon the ever changing business needs and requirements.
I.T Support Engineer are mainly responsible for the smooth running of computer systems and ensuring users/stores get maximum benefits from them. Individual tasks vary depending on the size and structure of your assigned region, but you'll generally need to:
Install and configure computer hardware operating systems and applications
Monitor and maintain computer systems and networks.
Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
Replace parts as required upon approvals and proper/multiple checks ensuring the right practices with check with Inventory and approval of your Direct Manger.
Provide support, including procedural documentation and relevant reports
Follow procedures and written instructions to repair a fault or set up a system
Support the roll-out of new applications as advised time to time.
Respond within agreed time limits to call-outs, time to resolve the ticket as per the assigned KPI’s. Co-ordinate with the helpdesk support to finalize the tickets in a timely manner and to maximize the KPI achievements.
Work continuously on a task until completion (or referral to third parties, if appropriate) ticket verification will be done randomly and you will be advised on how to best handle the tickets.
Prioritizing and managing tickets should be done in consideration of the after/side effects of the business process at that point time.
Rapidly establish a good working relationship with your assigned Stores.
Test and evaluate new technology/procedures as guided by your Direct manager.
Your tickets are your primary duty, working outside the tickets are strictly prohibited. However, helping fellow colleagues (when in need) is something which needs proper approval from your direct manager.
Your Scope of Support Map will be provided to you by your Direct Manager.
“Imagination is more important than knowledge” – Albert Einstein