The Job

Sr Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · QA & Testing · Data Analysis

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In short

The Service Desk Analyst L2 provides advanced technical support for retail store technologies, POS systems, and payment applications. This role acts as an escalation point, performing in-depth troubleshooting and root cause analysis to resolve complex incidents and ensure service continuity. Collaboration with business stakeholders and IT teams is key to maintaining efficient service operations.

Responsibilities

  • Provide Level 2 technical support for incidents, service requests, and major incident resolution.
  • Act as an escalation point for unresolved issues from Level 1 support teams.
  • Perform detailed troubleshooting and diagnosis of application, infrastructure, endpoint, and network-related issues.
  • Manage incidents throughout their lifecycle and ensure timely resolution in accordance with defined SLAs.
  • Conduct root cause analysis and contribute to problem management activities.
  • Support Major Incident Management activities and participate in bridge calls during business-critical outages.
  • Monitor ticket queues and ensure compliance with quality, process, and operational standards.
  • Identify service improvement opportunities and recommend corrective and preventive actions.
  • Serve as a technical advisor for end users, store personnel, and business stakeholders.
  • Provide regular communications and updates on incidents, service requests, and service disruptions.
  • Support business-critical retail operations, ensuring minimal disruption to store activities and payment processing systems.
  • Troubleshoot store-level transaction processing issues, POS configuration, application errors, and store operational incidents.
  • Diagnose payment terminal failures, transaction declines, settlement issues, and device communication problems.
  • Support payment gateway integrations and card processing-related incidents.
  • Support NCR POS terminals, self-checkout systems, printers, scanners, and peripheral devices.
  • Provide support for Aloha point-of-sale environments.
  • Provide Level 2 support and troubleshooting for retail and hospitality technology platforms.
  • Provide End User Computing support including Windows 10/11, Microsoft 365 suite, and peripheral devices.
  • Manage Identity & Access Management tasks including Active Directory and Azure Active Directory administration.
  • Utilize ITSM and Service Operations platforms like ServiceNow for incident, problem, change, and knowledge management.
  • Troubleshoot infrastructure issues including DNS, DHCP, VPN, and network connectivity.
  • Utilize remote support and endpoint management tools such as SCCM and Intune.
  • Mentor and support Level 1 analysts on troubleshooting techniques and process adherence.
  • Assist in onboarding and knowledge transfer activities for new team members.
  • Contribute to continuous improvement, automation, and service transformation initiatives.
  • Support audit, compliance, and security requirements.
  • Participate in disaster recovery and business continuity support activities.

Requirements

  • Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
  • 3-5 years of experience in Service Desk, Technical Support, IT Operations, or Retail Technology Support.
  • Experience supporting Retail, Hospitality, POS, or Payment Processing environments.
  • Working knowledge of enterprise IT infrastructure and service management processes.
  • ITIL Foundation Certification preferred.
  • Exposure to Retail Store Support Models and Vendor Management practices is desirable.

Desired Qualifications

  • Retail Store Operations Support.
  • Point-of-Sale (POS) Environments.
  • Payment Processing and Financial Transaction Systems.
  • Store Opening and Store Closing Support Activities.
  • Vendor Coordination and Escalation Management.
  • Knowledge Base Administration and Documentation.
  • Monitoring and Event Management Platforms.
  • ServiceNow ITSM Operations.

Benefits

  • Supercharge your potential
  • Find your career
  • Find your spark
  • A place that knows that helping its customers stay on top starts by putting its people first.
#IT Support#Service Desk#Retail Technology#POS#Payment Systems#Infrastructure Support#Troubleshooting#Incident Management#Problem Management#ITIL#Windows#Microsoft 365#Active Directory#Azure AD
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Company

HCLTech

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Bengaluru, India

Qualification

Bachelor

Applicants

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