Desktop Engineer &ndash

Key Responsibilities

• Provide L1/L2 support to store employees for desktops, laptops, POS terminals, tablets, printers, scanners, and handheld devices.
• Troubleshoot hardware/software issues via remote tools or phone support.
• Aid with OS login, domain issues, password resets, and application errors.

Store IT Operations

• Ensure all store systems (POS, billing systems, kiosks, RFID scanners, CCTV monitoring, etc.) function smoothly.
• Maintain store IT health dashboards and address alerts.
• Perform system patching, updates, and routine maintenance.

Incident & Service Management

• Log, track, and resolve tickets using ITSM tools (ServiceNow, Remedy, Jira, etc.).
• Meet defined SLAs for incident resolution and service requests.
• Escalate high-severity issues to L3 or vendor teams when needed.

Hardware & Software Management

• Install, configure, and troubleshoot Windows/Mac systems and store applications.
• Replace faulty peripherals (keyboards, mice, barcode scanners, receipt printers, etc.).
• Support software deployment, antivirus updates, imaging, and device provisioning.

Network & Connectivity Support

• Troubleshoot LAN/Wi-Fi issues at store locations.
• Support basic network device checks (routers, switches, access points).
• Collaborate with the network team/vendor for outages or equipment failures.

Vendor & Onsite Coordination

• Work with field technicians and OEM partners for hardware repair and replacement.
• Verify onsite fix quality and ensure systems are fully functional before closure.

Documentation

• Maintain technical documentation, knowledgebase articles, and SOPs.
• Update inventory of store IT assets (desktops, scanners, printers, etc.).