This role involves providing remote troubleshooting support escalated from the Level 1 Call Screening team, with a focus on delivering first and second-level technical assistance for store systems.

• Deliver first and second-level desktop support for PCs, LAN infrastructure, laptops, and workstations.
• Manage and update service requests and incidents through the ticketing system, ensuring timely resolution and communication.
• Monitor and report recurring issues, providing actionable recommendations for continuous improvement in store support operations.
• Reference and follow standardized technical and procedural documentation for Help Desk operations, PC/laptop setups, printer configurations, and installation processes.
• Perform installation and configuration of applications on newly deployed desktop systems.
• Diagnose and resolve software-related and printing issues as they arise, ensuring minimal disruption to store operations.
• Help with IT-related projects, supporting deployment, testing, and documentation tasks as required.

• 1-3 years of experience
• Bachelor's degree preferred