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.