Troubleshoot and resolve technical issues related to POS hardware, software, and network connectivity promptly to minimize disruption to store operations.Conduct training sessions for store staff on POS system usage, features, and troubleshooting procedures to ensure smooth operations and maximize efficiency.Liaise with POS system vendors and third-party service providers to escalate technical issues, coordinate repairs, and facilitate hardware/software replacements as needed.Work closely with business users to gather and document technical requirements for project initiatives, ensuring alignment with organizational goals and objectives.Travel to different locations for system upgrade and testing related to project, working collaboratively with cross-functional teams and vendors to identify and implement solutions at same time.Have excellent customer support experience using a ticketing system (service now) and troubleshoot customers inquiries in timely manner.Develop and maintain project documentation and standards.

Serving as the first point of contact for customers seeking technical assistance over the phone, email, and chat.Solved most of Level 1 tech support tickets without needing to escalate to Tier 2 tech support engineers.Troubleshoot end users’ IT issues by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources for instance, password reset, email issues, software and hardware issues, internet connectivity and configuration with variety of devices like desktops, mobile phones laptops, routers.Frequently check the ticketing system for incoming service now requests and ensure resolutions to problems are documented in the ticketing system.Assisted in the setup and configuration of new workstations, printers.

Coordinated with Tier 0 technical support specialists to take over calls outside their level of support.Working with users and groups in Microsoft 365, Azure.Add, delete and update users accounts in Active directory.Onboarded and trained all incoming junior tech support specialists.Providing IT support services for employees of company by managing company service ticket application Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and following verbal instructions.Designed, developed, and managed end-to-end solutions to facilitate department collaboration and information sharing, aligning with departmental goals.Collaborated with specialized teams to support various initiatives and solutions, utilizing problem-solving skills to understand process pain points and troubleshoot challenges.Delivered training and support to staff on using SharePoint ensuring smooth adoption and utilization.