Deskripsi Pekerjaan
Technical Support Specialist (TSR) - Retail
Cognizant, a Fortune 500 company and global leader in technology services, is looking for a skilled Technical Support Specialist to join our retail IT support team in Taguig City. This is an exciting opportunity to work with cutting-edge retail technology, including POS systems, payment solutions, and e-commerce integrations, providing essential support to ensure business continuity for our retail clients.
In this role, you will be responsible for troubleshooting, diagnosing, and resolving technical issues across hardware, software, and network systems. You will work closely with store operations, vendors, and internal IT teams to deliver high-quality support in a fast-paced environment. We value proactive problem-solvers who can communicate effectively with both technical and non-technical stakeholders.
What You'll Do:
- Provide first-line technical support for POS systems, including hardware (scanners, printers, payment terminals) and software (POS applications, backend systems).
- Troubleshoot network connectivity, server access, and system performance issues.
- Log and manage incidents using ITIL-aligned ticketing systems, ensuring SLA adherence.
- Coordinate with vendors for hardware repairs and software patches.
- Assist in the rollout of new systems, upgrades, and patches.
- Conduct training sessions for retail staff on system usage and best practices.
- Create and maintain technical documentation and knowledge articles.
What You Bring:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 1-3 years of experience in technical support, preferably in a retail or multi-site environment.
- Strong understanding of POS systems (Oracle, NCR, Micros, etc.) and retail peripherals.
- Solid knowledge of Windows desktop and server operating systems, Active Directory, and basic networking (TCP/IP, DNS, DHCP).
- Experience with ticketing tools (ServiceNow, Jira, etc.) is a plus.
- Excellent verbal and written communication skills.
- Ability to work independently and prioritize tasks under pressure.
- Flexibility to work on a shifting schedule, including weekends and holidays if required.
Why Join Cognizant?
At Cognizant, we believe in empowering our employees through continuous learning and career development. You will have access to training programs, certification opportunities, and global career mobility. We offer a competitive salary package with benefits, a supportive work culture, and the chance to be part of a diverse, innovative team. If you are passionate about technology and customer service, and you want to make a real impact in the retail sector, apply now and start your journey with Cognizant.
Tanggung Jawab
- Troubleshoot and resolve technical issues related to retail POS systems, including hardware, software, and network connectivity.
- Provide remote and onsite technical support to retail stores, ensuring minimal downtime.
- Manage incidents and service requests through the ticketing system, following ITIL best practices.
- Coordinate with internal teams and external vendors for advanced troubleshooting and system repairs.
- Perform system monitoring, health checks, and preventive maintenance to ensure system reliability.
- Assist in the installation, configuration, and deployment of new POS systems and software updates.
- Create and update documentation, FAQs, and training materials for end-users.
Kualifikasi
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- Minimum 1-2 years of IT support experience, ideally in retail or hospitality.
- Strong knowledge of POS systems (e.g., Oracle, NCR, Micros, Toshiba) and retail peripherals.
- Proficiency in Windows OS, Active Directory, and networking fundamentals.
- Experience with incident management tools (ServiceNow, Remedy, etc.).
- Excellent communication and interpersonal skills.
- Ability to work in a shift environment, including weekends and holidays if needed.
- IT certifications (CompTIA A+, ITIL, Microsoft) are preferred.