仕事内容:
Position Summary
We are seeking a highly motivated and customer-focused Retail IT Support Engineer to provide onsite and remote End User Computing (EUC) support across retail locations. The engineer will be responsible for delivering high-quality technical support to end users, ensuring uninterrupted business operations, and maintaining IT assets and infrastructure in accordance with company standards and policies.
The resource will be task-managed by the HCLTech management team and will support a dynamic retail environment requiring strong technical expertise, excellent communication skills, and a customer-first approach.
Key Responsibilities
End User Computing (EUC) Support
- Provide onsite and remote support for Windows and Apple devices, including desktops, laptops, and iMacs.
- Perform imaging, deployment, installation, configuration, relocation, additions, and changes of end-user devices.
- Troubleshoot and resolve hardware, software, operating system, and application-related issues.
- Provide first-level troubleshooting support for Virtual Desktop Infrastructure (VDI) environments.
- Support mobile devices, printers, peripherals, and network connectivity issues.
Asset & Lifecycle Management
- Manage hardware refresh activities, asset reclaim, redeployment, and disposal processes.
- Perform asset tagging and maintain accurate inventory records within the asset management system.
- Ensure all assigned equipment is properly tracked and updated within company systems.
- Coordinate shipping and logistics activities for IT equipment.
Incident & Service Request Management
- Log, classify, assign, track, and resolve incidents and service requests through the ITSM platform.
- Ensure timely resolution of tickets in accordance with defined SLAs.
- Escalate unresolved issues to appropriate support teams when required.
Hardware & Vendor Management
- Coordinate warranty and non-warranty repairs and replacements.
- Work with external vendors and suppliers to schedule repairs and support activities.
- Manage data backup and recovery coordination activities.
Executive & Collaboration Support
- Provide dedicated VIP/Executive support with a high level of professionalism and responsiveness.
- Support audio-visual equipment, meeting rooms, conferencing solutions, and perform regular health checks.
- Collaborate with cross-functional teams to support employee onboarding and offboarding activities.
Compliance & Operational Excellence
- Ensure all support activities are performed in compliance with company policies, procedures, and security standards.
- Maintain accurate documentation of support activities, assets, and resolutions.
- Identify recurring issues and recommend process improvements.
Required Skills & Experience
Technical Skills
- Strong experience supporting Windows and macOS operating systems.
- Hands-on experience with hardware troubleshooting and device deployments.
- Good understanding of networking fundamentals and connectivity troubleshooting.
- Experience supporting printers, mobile devices, and peripheral equipment.
- Familiarity with ITSM tools and ticket management processes.
- Experience with imaging and endpoint management tools such as SCCM, JAMF, or equivalent.
- Knowledge of remote support tools and methodologies.
- Basic understanding of VDI environments and first-level troubleshooting.
勤務時間・曜日:
9:00-17:30 (12:00-13:00 break, 8 hours of actual work)
・No overtime work
その他:
Job Type: Full-time
Pay: 200,000円 - 350,000円 per month
Average number of scheduled working hours (monthly): 160 hour(s)
