Field Support Engineer – IT Operations

At Grandiose we are looking for Field Support Engineer (IT Operations) for Supermarket division

1. Job Purpose

The Field Support Engineer provides onsite and remote IT support across stores, offices, catering operations, warehouses, and other business locations. The role is responsible for ensuring the availability, reliability, and continuity of end-user devices, retail technology, workplace systems, and IT services.

The position serves as the primary field support contact for incident resolution, service requests, troubleshooting, user support, preventive maintenance, and operational coordination while maintaining strong ticket management, communication, and service delivery standards.

2. Key Responsibilities

A. End User & Workplace Support

• Provide Level 1 and Level 2 IT support for hardware, software, access, and connectivity issues.
• Install, configure, troubleshoot, relocate, and replace desktops, laptops, mobile devices, printers, and peripherals.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Support employee onboarding, transfers, and offboarding activities.
• Restore affected IT services with minimal business disruption.

B. Store & Retail Technology Support

Provide support and troubleshooting for:

• POS and Self-Checkout (SCO) systems
• Mobile/PDT devices, Barcode scanners, receipt and label printers
• Weighing scales and price-display systems
• Store display screens and audio systems
• CCTV, telephony, and access-control devices
• Back-office computers, laptop, printers and peripherals

C. Network & Connectivity Support

• Perform first-level troubleshooting of LAN, Wi-Fi, internet, and network-related issues.
• Verify network devices, cabling, power, routers, switches, and wireless infrastructure.
• Identify affected systems and business impact.
• Coordinate and escalate issues to Infrastructure and Network teams where required.

D. IT Service Management

• Manage incidents and service requests through the ITSM platform.
• Maintain accurate ticket updates, troubleshooting records, actions taken, and resolutions.
• Escalate critical, recurring, or business-impacting incidents.
• Ensure SLA compliance, proper documentation, and ticket closure.

Other Responsibilities

• Perform preventive maintenance and operational health checks.
• Support Active Directory and Microsoft 365 user administration.
• Maintain IT asset inventory and lifecycle records.
• Coordinate with vendors and internal IT teams.
• Maintain technical documentation and knowledge articles.
• Participate in continuous improvement and root-cause analysis activities.

3. Daily Operational Expectations

The Field Support Engineer is expected to:

• Review and prioritize assigned tickets and incidents.
• Perform planned store and office visits.
• Complete preventive maintenance activities.
• Resolve and update incidents within agreed timelines.
• Follow up on escalations and vendor actions.
• Maintain accurate ticket updates and documentation.
• Report recurring issues, risks, and improvement opportunities.