Senior IT - Engineer

Job Description : Senior IT - Engineer

Position Title : Senior IT - Engineer

Location : Bangalore, India

Department : IT / Technology

Reporting To : Manager - IT

Job Type :

Full Time - Onsite (Rotational Shifts)

Position Summary

We are seeking a proactive and highly skilled Senior IT Engineer to join our team. The ideal candidate will be responsible for providing expert-level technical support and managing critical IT infrastructure within a

24 / 7 operational environment . This role requires strong problem-solving skills, a customer-centric mindset, and the ability to operate effectively in a

rotational shift schedule . You will play a key role in ensuring system availability, driving incident resolution, and collaborating with cross-functional teams to maintain high standards of service delivery.

Key Responsibilities

Rotational Shift Operations :

Work a flexible rotational shift schedule to provide continuous, 24 / 7 technical support. This includes managing daily IT operations, responding to incidents, and ensuring system availability during all shifts, including nights, weekends, and holidays.

Retail IT Experience (Highly Desirable) :

Prior experience managing and supporting IT infrastructure in a

retail environment , including Point of Sale (POS) systems, multiple store locations, and warehouse operations.

Expert Issue Resolution :

Serve as a point of escalation for complex IT issues, service requests, and technical problems. You will be responsible for timely and effective resolution of incidents, maintaining agreed-upon SLAs and KPIs.

Infrastructure Management :

Oversee the day-to-day management and optimization of the IT infrastructure, including desktops, laptops, servers, network equipment, and other end-user devices.

Collaboration :

Collaborate with other IT departments (e.g., Systems, Network, Security) to streamline support processes, resolve cross-functional issues, and improve overall service delivery.

Mentorship :

Provide guidance and technical mentorship to junior IT support staff, assisting them with complex issues and helping to build their skills and confidence.

Documentation :

Create and maintain comprehensive documentation of IT processes, procedures, and resolutions to build a robust knowledge base for the entire team.

Customer Satisfaction :

Ensure a high level of end-user satisfaction by addressing user concerns, gathering feedback, and implementing improvements based on their input.

IT Projects :

Participate in and lead IT projects related to service desk enhancements, technology upgrades, and new system implementations.

Required Skills and Qualifications

Experience :

A minimum of 5-8 years of experience in an IT support or technical support role, preferably within a rotational or 24 / 7 shift environment.

Technical Proficiency :

Demonstrated expertise in troubleshooting and resolving complex hardware and software issues.

IT Tools :

Proficient with IT service management tools like Jira, Slack, or similar platforms.

Communication :

Excellent verbal and written communication skills with the ability to convey technical information clearly to both technical and non-technical stakeholders.

Problem-Solving :

Strong analytical and problem-solving abilities, with the capacity to make informed decisions under pressure.

Adaptability :

The ability to work independently and effectively within a rotational shift schedule, including nights and weekends.

Collaboration :

A team player with the ability to work collaboratively across different departments to achieve organizational goals.

Certifications :

Relevant certifications such as ITIL, MCP, CompTIA A+, or similar are highly desirable.

Education :

A Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.