Senior IT Support Specialist

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