ETP Group is an AI-first SaaS company serving the Retail and e-Commerce industries across Asia Pacific. With 39 years of trust in the market, it supports 500+ brands in 17 countries through enterprise-grade platforms. ETP’s cloud-native solutions—ETP Unify and Ordazzle—cover POS, CRM, Inventory, Promotions, PIM, OMS, WMS, LMS, and seamless marketplace integration. For large-format retail, ETP V5 offers a hybrid omni-channel suite. Built on secure, scalable M.A.C.H architecture. ETP delivers frictionless, personalized experiences across channels. Its intuitive, asset-light platforms accelerate cloud transformation, reduce IT overhead, and help retailers enhance CX, drive growth, and lead in a fast-evolving commerce environment. Here is a glimpse of what we do - http://www.etpgroup.com/Videos.html For more information, log on to : www.etpgroup.com
Designation: Technical Support Engineer
Department: IT
Location: Pune
Work Mode: Work from office
Working Days: Monday to Friday
(Candidate must be willing to provide support during company holidays and outside regular working hours based on business and operational requirements)
Experience: 1 - 3 years
Job Description:
Key Responsibilities
- Provide Level 1 and Level 2 technical support to end users through phone, email, remote support tools, and ticketing systems.
- Troubleshoot and resolve issues related to:
- Windows and Linux operating systems
- Desktop and laptop hardware
- Printers and peripheral devices
- Network connectivity
- Email and Microsoft Office applications
- Antivirus and endpoint security solutions
- Install, configure, and maintain hardware and software systems.
- Support remote users through remote desktop and collaboration tools.
- Perform user account management activities, including password resets and access-related requests.
- Monitor IT infrastructure alerts and respond to incidents as required.
- Escalate unresolved issues to Level 2/Level 3 support teams and follow up until closure.
- Maintain accurate records of incidents, requests, resolutions, and system changes within the ticketing system.
- Ensure compliance with SLA requirements and incident management processes.
- Maintain and track IT inventory, including hardware, software, and peripheral assets.
- Prepare and maintain reports, records, and supporting evidence required for ISO 27001 compliance and audits.
The Job responsibilities of the candidate shall include but not limited to the Job Description & to perform any other tasks/functions as required by the Company.
Skills and Experience:
Qualification and Experience
- Diploma or Bachelor's Degree in any discipline
- Candidates from non-B.Tech backgrounds are welcome to apply
- 1–3 years of experience in IT Support, Helpdesk, or Desktop Support roles
Technical Knowledge
- Windows Server and Windows Desktop Operating Systems
- Linux Operating Systems
- Active Directory User Management
- Microsoft Office 365
- Networking fundamentals (IP Addressing, DNS, DHCP, TCP/IP)
- Remote support and troubleshooting tools
- Antivirus and Endpoint Security Solutions
Soft Skills
- Good communication skills
- Excellent problem-solving and troubleshooting abilities
- Customer service-oriented approach
- Ability to work collaboratively within a team environment
- Good time management and organizational skills
- Ability to prioritize and manage multiple tasks effectively