Help Desk Duties
- Respond to technical support requests via phone, email, or ticketing system.
- Troubleshoot hardware, software, and networking issues remotely.
- Provide user training and technical guidance on software/hardware usage.
- Log and track issues, ensuring timely resolution and customer satisfaction.
- Escalate unresolved issues to higher-level technical teams when necessary.
Field Service Duties
- Perform on-site installation, repair, and maintenance of equipment (e.g., loss prevention systems, security gates, footfall counters).
- Conduct scheduled preventative maintenance.
- Diagnose and resolve technical faults on-site.
- Coordinate with store managers or client representatives for site access, service visits and operational needs to ensure minimal disruption to their operations.
- Coordinate and communicate with vendors technical support to resolve complex faults.
- Document all field service activities and maintain service logs.
Requirement Skills- Solid understanding of Windows operating systems and Microsoft Office.- Basic knowledge of networking concepts (LAN, WAN, TCP/IP).- Basic knowledge of hardware diagnostics and troubleshooting.- Experience with help desk ticketing systems.- Ability to install and configure low current systems like Electronic Article Surveillance, footfall counters, or similar retail technologies (preferred).- Strong communication and interpersonal skills.- Customer-oriented attitude with a focus on problem solving.- Ability to work independently and under pressure.- Time management and prioritization skills.- Attention to detail and thorough documentation habits.- Ability to lift and handle technical equipment.- Willingness to work flexible hours, including weekends or evenings when needed.- Availability to respond to emergency service calls. Job Requirements- Education: Bachelor's degree in Computer Engineering, Electronics, Information Technology or related field. - Experience: 3-5 years of experience in technical support and/or field service roles.- Language: Good command of English written and spoken.