Key Responsibilities:
o Deliver deskside and remote support for store staff, resolving incidents
related to desktops, laptops, POS systems, peripherals, and mobile
devices.
o Perform IMACD (Install, Move, Add, Change, Dispose) activities for
hardware and software.
o Coordinate with store managers before visits; validate hardware delivery
and ensure compliance with SOPs.
o Support POS terminals, printers, and network connectivity for
uninterrupted store operations.
o Install and configure operating systems, applications, and network
settings.
o Perform break-fix repairs, hardware replacements, and preventive
maintenance.
o Manage antivirus updates, data backups, and documentation.
o Work with centralized IT teams for advanced troubleshooting (network,
servers, AV).
o Coordinate with vendors for warranty repairs and escalated issues.
o Maintain accurate records in ITSM tools (e.g., ServiceNow).
o Provide daily, weekly, and monthly reports on tickets and resolutions
during transition and stabilization phases.
Required Skills & Qualifications:
? Experience:
o 2-4 years in field support or deskside roles, preferably in retail
environments.
? Technical Skills:
o Strong knowledge of hardware troubleshooting, OS installation, and
network basics.
o Familiarity with ITSM platforms, imaging tools (SCCM/JAMF), and remote
support tools.
? Soft Skills:
o Excellent communication, customer service, and problem-solving abilities.
? Certifications (Preferred):
o CompTIA A+, Network+, or OEM-specific certifications.
Working Conditions:
? Frequent travel to retail store locations.
? Flexible shifts, including weekends or extended hours during peak retail periods.
? Ability to lift and handle IT equipment safely.