Job Summary
Xpandretail is looking for a skilled and proactive IT Technical Support Engineer to join our team in Kochi. The ideal candidate will be responsible for providing technical support for our footfall sensor solutions, managing installations, troubleshooting hardware and software issues, maintaining servers and databases, and ensuring smooth operations for our clients.
The role requires strong technical knowledge in SQL Server administration, server management, hardware/software troubleshooting, and customer support. The candidate should have excellent communication skills and the ability to work independently while coordinating with internal teams and clients.
Key ResponsibilitiesTechnical Support & Customer Assistance
- Provide timely technical support and troubleshooting assistance to customers through remote and on-site support.
- Respond to service requests, analyze issues, and provide effective solutions within defined timelines.
- Conduct client meetings to understand, diagnose, and resolve technical challenges.
- Maintain professional communication with customers and ensure high customer satisfaction.
Device Installation & Configuration
- Install, configure, and maintain footfall sensors and related hardware solutions at customer locations.
- Perform system setup, device configuration, testing, and troubleshooting during installations.
- Ensure installations are completed according to project requirements and schedules.
- Provide technical guidance and training to customers on system usage and best practices.
Server & Database Management
- Manage and maintain SQL Server databases across development, testing, and production environments.
- Perform database administration activities including monitoring, backups, performance optimization, and troubleshooting.
- Configure and maintain application servers, database servers, and cloud-based server environments.
- Monitor server/device health, system performance, uptime, and security.
- Work closely with development teams to optimize SQL queries and improve database structures.
System Monitoring & Documentation
- Monitor application and infrastructure performance and proactively identify potential issues.
- Maintain accurate documentation of installations, configurations, troubleshooting steps, and support activities.
- Update and manage support tickets regularly to ensure proper tracking and resolution of issues.
- Follow standard IT support processes and maintain operational reliability.
Required Skills & Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 3 years of experience in IT technical support, system support, or a similar role.
- Minimum 2–3 years of experience working with SQL Server administration.
- Strong understanding of:
- SQL Server management and database troubleshooting
- Server configuration and maintenance
- Hardware and software troubleshooting
- Network fundamentals
- Cloud/server environments
- Application support
- Experience supporting hardware and software-based solutions is preferred.
- Good knowledge of Windows Server environments and IT infrastructure.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills in English.
- Ability to handle customer interactions professionally.
- Self-motivated with the ability to work independently and as part of a team.
Preferred Skills
- Experience with IoT devices, sensors, or retail technology solutions.
- Knowledge of cloud server platforms and application hosting.
- Experience working with ticketing systems and IT service management processes.
- Ability to collaborate with software development teams for issue resolution.
Work Schedule
- Saturday and Sunday are mandatory working days for this role.
- Weekly offs will be provided on a rotational basis and will be scheduled on Tuesday, Wednesday, or Thursday based on business requirements.
- The work schedule, shifts, and weekly offs may vary depending on company requirements and client support needs.
- The role may involve day shifts and rotational shifts as required.
Benefits
- Work-from-home facility
- Professional growth opportunities
- Exposure to retail technology, IoT solutions, and enterprise support environments
Why Join Xpandretail?
At Xpandretail, you will work on innovative retail technology solutions and gain hands-on experience across hardware systems, databases, cloud infrastructure, and customer-facing technical operations. This role offers an opportunity to grow your technical expertise while working with a dynamic technology team.
Job Type: Full-time
Pay: ₹30,000.00 - ₹45,000.00 per month
Benefits:
- Paid sick time
- Work from home
Education:
Experience:
- Technical support: 3 years (Required)
- integration maintenance: 3 years (Required)
- Scripting: 3 years (Required)
Language:
Work Location: In person
