IT Support Engineer: EUC L2

Key Responsibilities:

• Deliver deskside and remote support for store staff, resolving incidents related to desktops, laptops, POS systems, peripherals, and mobile devices.
• Perform IMACD (Install, Move, Add, Change, Dispose) activities for hardware and software.
• Coordinate with store managers before visits; validate hardware delivery and ensure compliance with SOPs.
• Support POS terminals, printers, and network connectivity for uninterrupted store operations.
• Install and configure operating systems, applications, and network settings.
• Perform break-fix repairs, hardware replacements, and preventive maintenance.
• Manage antivirus updates, data backups, and documentation.
• Work with centralized IT teams for advanced troubleshooting (network, servers, AV).
• Coordinate with vendors for warranty repairs and escalated issues.
• Maintain accurate records in ITSM tools (e.g., ServiceNow).
• Provide daily, weekly, and monthly reports on tickets and resolutions during transition and stabilization phases.

Required Skills & Qualifications:

• Experience:
• 2–4 years in field support or deskside roles, preferably in retail environments.
• Technical Skills:
• Strong knowledge of hardware troubleshooting, OS installation, and network basics.
• Familiarity with ITSM platforms, imaging tools (SCCM/JAMF), and remote support tools.
• Soft Skills:
• Excellent communication, customer service, and problem-solving abilities.
• Certifications (Preferred):
• CompTIA A+, Network+, or OEM-specific certifications.

Working Conditions:

• Frequent travel to retail store locations. - No, there is a designated address already shared for each location and the candidate will report there only.
• Flexible shifts, including weekends or extended hours during peak retail periods. – The support is business hours only 8*5 and off during weekends. Extended hours - Need based oncall is needed for P1 issues which will be compensated as per Avaso / Local law.
• Week offs – Saturdays and Sundays
• Ability to lift and handle IT equipment safely. - Maximum weight is 10 Kgs and there is no certification required on working on heights unless local law demands.