Desktop Support Engineer - Digital Signage, Drive-Thru & ICT Solutions

Job Summary

We are looking for a skilled and proactive IT Support Engineer with a minimum of 3 years of hands-on experience to provide technical support, troubleshooting, implementation, and maintenance for internal IT infrastructure as well as customer-facing technology solutions. The role will have a strong focus on Digital Signage, Drive-Thru Solutions, HME Drive-Thru Solutions, KDS, speaker posts, sign boards, timers, headsets, cloud solutions, ICT infrastructure, POS and integrated business solutions. The ideal candidate should have strong problem-solving skills, customer focus, vendor coordination ability, and practical knowledge of ITIL-based service management. B.E./B.Tech candidates are preferred.

Key Responsibilities

• Provide L1/L2 technical support to internal users and customers through phone, email, chat, remote support, and ticketing systems.
• Troubleshoot, configure, deploy, and maintain Digital Signage solutions, including sign boards, display systems, media players, content/display connectivity, and related network infrastructure.
• Support Drive-Thru Solutions, including KDS (Kitchen Display System), speaker posts, sign boards, Zoom Timer solutions, headsets, communication devices, and associated connectivity.
• Support HME Drive-Thru Solutions, including installation support, troubleshooting, configuration, maintenance, and coordination with HME/vendor technical teams where required.
• Support cloud-based solutions associated with Digital Signage, Drive-Thru, ICT, monitoring, device management, and business applications.
• Provide technical support for ICT solutions including Cisco cameras, meeting-room solutions, video conferencing equipment, and integrated AV/IT environments.
• Support integrated POS environments, including POS hardware, peripherals, network connectivity, kiosks, and interfaces with other business systems.
• Provide support for CRM, Odoo, Microsoft 365, and other enterprise applications; manage incidents and service requests through ticketing/ITSM tools.
• Support network infrastructure and connectivity including LAN/WAN, Wi-Fi, VPN, basic routing/switching concepts, network troubleshooting, and structured cabling.
• Support Video Wall solutions, displays, controllers/processors, media players, and associated connectivity.
• Support WAN/VAN connectivity and coordinate with network/service providers for connectivity-related incidents.
• Install, configure, test, and maintain IT hardware, software, peripherals, POS devices, signage equipment, and customer-site technology solutions.
• Support Time Access / Access Control systems and coordinate installation, configuration, troubleshooting, and vendor support as required.
• Coordinate with customers, vendors, OEMs, and third-party service providers for installation, replacements, escalations, and resolution of technical issues.
• Log, categorize, prioritize, update, and close incidents and service requests with accurate technical notes and resolution details.
• Monitor open tickets and ensure timely resolution in line with defined SLAs and customer commitments.
• Perform root cause analysis (RCA) for recurring or critical incidents and recommend preventive actions.
• Maintain technical documentation, installation guides, troubleshooting procedures, asset information, and knowledge-base articles.
• Provide support across multiple locations, time zones, and shift-based/international operations when required.

Reporting & KPI Management

• Prepare and share daily, weekly, and monthly KPI reports from ticketing systems (Odoo, Jira, etc.)
• Provide daily updates to customers and management on ticket status, pending issues, and critical incidents
• Track and report key performance indicators such as:
• Ticket response time
• Resolution time (SLA compliance)
• First call resolution (FCR)
• Open vs closed ticket ratio
• Customer satisfaction (CSAT)
• Highlight critical incidents and escalations in daily status reports
• Support service improvement by analyzing ticket trends and reporting recurring issues

Technical Skills / Product Exposure

• Digital Signage: sign boards, displays, media players, content/display connectivity, and monitoring.
• Drive-Thru: KDS, speaker post, headset, sign board, Zoom Timer, communication equipment, and related network/cloud components.
• HME Solutions: Drive-Thru equipment support, troubleshooting, and vendor coordination.
• ICT: Cisco cameras, meeting-room solutions, video conferencing, AV/IT integration, Video Wall, and integrated solutions.
• POS & Business Applications: POS hardware/peripherals, CRM, Odoo, Microsoft 365, and related enterprise applications.
• Networking: TCP/IP, LAN/WAN, Wi-Fi, VPN, DNS, DHCP, basic switching/routing, and structured cabling.
• Access & Infrastructure: Time Access / Access Control, endpoint hardware, printers, kiosks, and related IT devices.
• Cloud Solutions: cloud-based applications, device/service monitoring, and basic cloud troubleshooting.

Required Qualifications

• Minimum 3 years of professional experience in IT support, field support, infrastructure support, ICT solutions, or a closely related technical role.
• B.E./B.Tech in Computer Science, Information Technology, Electronics & Communication, Electrical/Electronics, or a related engineering discipline is preferred.
• Hands-on experience troubleshooting hardware, software, network, endpoint, and customer-site technical issues.
• Strong understanding of Windows 10/11, Microsoft 365, Active Directory, DNS, DHCP, TCP/IP, LAN/WAN, Wi-Fi, and VPN fundamentals.
• Experience with ITSM/ticketing platforms such as Odoo, Jira, ServiceNow, Freshservice, or similar tools.
• Strong customer-handling, communication, documentation, troubleshooting, and vendor-coordination skills.

Preferred Qualifications

• B.E./B.Tech qualification.
• ITIL Foundation certification mandatory.
• Experience with Digital Signage, Drive-Thru Solutions, HME, KDS, speaker posts, headsets, timers, POS, Video Wall, CCTV / Cisco cameras, meeting-room, and integrated ICT solutions.
• Experience in restaurant technology, retail technology, QSR technology, hospitality technology, or multi-site customer environments is an advantage.
• Relevant certifications such as CompTIA A+, Network+, Microsoft certifications, Cisco certifications, or ITIL are preferred.
• Strong knowledge of Windows OS (10/11), basic Linux (optional)
• Experience with Active Directory, DNS, DHCP
• Understanding of networking fundamentals (TCP/IP, LAN/WAN)
• Familiarity with Office 365 / Microsoft 365
• Knowledge of ITSM tools / ticketing systems
• Basic troubleshooting of hardware and network devices
• Good communication and interpersonal skills.
• Experience in corporate IT support environment