Support Engineer

Primary Skills : Excellent communication skills, Troubleshooting of network and hardware components, Routers, Switches, Cables, ServiceNow ticketing tool

Experience Required: 3+ years

Notice Period: Immediate joiners only

Responsibilities:

• Proficient in installing, upgrading, troubleshooting, and maintaining POS hardware, networking, and various other hardware components.
• Experienced in providing support for troubleshooting POS hardware, low voltage cabling, Ethernet, and installation of device drivers and operating systems (Windows 10/11 and other tools).
• Skilled in collaborating with diverse stakeholders both internally and externally, including EHD, third-party vendors, and SBUX teams.
• Monitors and manages the ServiceNow ticket queue, identifying and resolving issues within established SLAs.
• Provides support to technicians during the installation of new devices in stores, including POS systems, PIN pads, SPC servers, UPS units, security cameras and other related equipment.
• Basic knowledge on cabling.
• Basic electrical knowledge is highly desired.
• Adapts quickly to new equipment and techniques as required.
• Proficient in using Slack and Microsoft Teams for communication and collaboration.
• Demonstrates strong communication skills, a proactive approach, and patience when interacting with store partners and technicians.
• Works effectively as part of a team, communicating professionally both orally and in writing. Coordinates with technicians, teammates, staff, and management as necessary.
• Participate actively in special projects as assigned.

Qualifications:

• At least 3- 4 years of experience working in a professional IT environment with hands-on technical experience and demonstrated success in delivering projects.
• B.S./B.A. in Computer Science, Information Systems, Electrical/Computer Engineering, or equivalent experience.
• Strong time management skills with a passion for technology and a desire to learn and grow.
• A willingness to compromise; you must be able to listen and understand other perspectives.
• Proactive, self-managing and remains calm under pressure.
• An ability to manage multiple tasks and projects with a keen eye for detail.
• A natural aptitude for learning and understanding multiple systems and tools.