Assistant Manager Technical Support

Forest Essentials; Dadri; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Forest Essentials seeks an experienced Support Manager to lead end-user support and retail IT operations across our expanding store and factory network. You will ensure seamless POS functionality, drive agent training, and coordinate vendor and rebooted rollout plans for ~200+ locations.

You will manage IT assets, CCTV systems, backups, automation initiatives, and compliance, while coordinating health checks, incident resolution, and quarterly restoration tests to sustain business continuity.

Qualifications

• 5-7 years of IT support, retail IT operations, or technical support management.
• Bachelor's degree in IT, Computer Science, Engineering, or related field.
• Proven experience supporting POS systems or retail technology environments.
• Demonstrated experience managing multiple IT support responsibilities simultaneously.

Responsibilities

• Ensure uninterrupted POS operations across all retail locations nationwide.
• Troubleshoot and resolve billing-related issues with minimal downtime.
• Provide user training and first-line support for POS systems and retail applications.
• Coordinate User Acceptance Testing (UAT) for new POS versions and features.
• Liaise with POS vendors for incident resolution, escalations, and product updates.
• Support new store launches, configurations, and POS rollouts.
• Maintain POS ticket queue and achieve SLA targets.
• Provision, deploy, and configure desktop and laptop equipment for end-users.
• Perform OS installations, updates, and troubleshooting.
• Deploy software applications and manage license installations.
• Provide technical support for printers, peripherals, and connectivity issues.
• Address day-to-day user IT requirements and technical support tickets.
• Achieve SLA compliance for ticket closure and issue resolution.
• Maintain asset tracking and documentation for all equipment.
• Monitor CCTV system health and recording availability across locations.
• Conduct periodic health checks and preventive maintenance.
• Troubleshoot CCTV failures and coordinate technical resolution.
• Manage relationships with CCTV vendors and service providers.
• Ensure SLA compliance for CCTV incident resolution.
• Document CCTV infrastructure and audit trails.
• Support CCTV setup for new store locations.
• Monitor and verify scheduled backups on a daily basis.
• Review backup logs and alert on failures or anomalies.
• Support and conduct quarterly restoration testing.
• Escalate backup failures to relevant teams within defined timelines.
• Maintain backup documentation and recovery procedures.
• Report backup status and metrics to management.
• Develop and implement automation scripts for repetitive IT tasks.
• Identify opportunities to reduce manual efforts and improve efficiency.
• Create automated reporting tools and dashboards.
• Implement process improvements for ticket management and user support.
• Develop self-service knowledge base and automation tools for end-users.
• Document and share best practices across the team.
• Maintain accurate IT asset inventory and tracking systems.
• Manage hardware lifecycle, procurement, and disposal.
• Monitor stock levels and coordinate with procurement teams.
• Execute scrap policy and ensure proper asset retirement.
• Prepare audit-ready asset documentation and compliance reports.
• Plan and manage hardware requirements for new locations.
• Support software license management and renewal coordination.
• Update and maintain IT Standard Operating Procedures (SOPs).
• Document incidents, resolutions, and lessons learned.
• Support internal and external audit processes.
• Maintain and expand knowledge base for common issues.
• Ensure adherence to IT policies and security protocols.
• Create documentation for new locations and configurations.
• Prepare compliance reports and audit evidence.

Skills

POS systems

Retail IT operations

Windows OS

Backups & recovery

Automation scripting

Ticketing systems

Networking basics

Asset tracking

Education

Bachelor's degree in IT/CS/Engineering

Tools

CCTV systems

DVR/NVR hardware

Asset management systems

IT ticketing software

Job description

We are seeking an exceptional Support Manager to lead end-user support and retail operations excellence across Forest Essentials' expanding store and factory network. This role connects technology and business operations, ensuring smooth POS systems, uninterrupted retail technology, and proactive end-user support across ~200+ locations.

As Support Manager, you will drive operational excellence through direct support delivery, team coordination, vendor management, and continuous improvement initiatives. You'll be instrumental in supporting our retail expansion, ensuring business continuity, and building scalable support infrastructure for future growth.

KEY RESPONSIBILITIES

• Ensure uninterrupted POS operations across all retail locations nationwide
• Troubleshoot and resolve billing-related issues with minimal downtime
• Provide user training and first-line support for POS systems and retail applications
• Coordinate User Acceptance Testing (UAT) for new POS versions and features
• Liaise with POS vendors for incident resolution, escalations, and product updates
• Support new store launches, configurations, and POS rollouts
• Maintain POS ticket queue and achieve SLA targets

2. System & End-User Support

• Provision, deploy, and configure desktop and laptop equipment for end-users
• Perform OS installations, updates, and troubleshooting
• Deploy software applications and manage license installations
• Provide technical support for printers, peripherals, and connectivity issues
• Address day-to-day user IT requirements and technical support tickets
• Achieve SLA compliance for ticket closure and issue resolution
• Maintain asset tracking and documentation for all equipment
• Monitor CCTV system health and recording availability across locations
• Conduct periodic health checks and preventive maintenance
• Troubleshoot CCTV failures and coordinate technical resolution
• Manage relationships with CCTV vendors and service providers
• Ensure SLA compliance for CCTV incident resolution
• Document CCTV infrastructure and audit trails
• Support CCTV setup for new store locations

4. Backup Monitoring & Recovery Support

• Monitor and verify scheduled backups on a daily basis
• Review backup logs and alert on failures or anomalies
• Support and conduct quarterly restoration testing
• Escalate backup failures to relevant teams within defined timelines
• Maintain backup documentation and recovery procedures
• Report backup status and metrics to management

5. Automation & Process Improvement

• Develop and implement automation scripts for repetitive IT tasks
• Identify opportunities to reduce manual efforts and improve efficiency
• Create automated reporting tools and dashboards
• Implement process improvements for ticket management and user support
• Develop self-service knowledge base and automation tools for end-users
• Document and share best practices across the team

6. IT Asset & Inventory Management

• Maintain accurate IT asset inventory and tracking systems
• Manage hardware lifecycle, procurement, and disposal
• Monitor stock levels and coordinate with procurement teams
• Execute scrap policy and ensure proper asset retirement
• Prepare audit-ready asset documentation and compliance reports
• Plan and manage hardware requirements for new locations
• Support software license management and renewal coordination

7. Documentation & Compliance

• Update and maintain IT Standard Operating Procedures (SOPs)
• Document incidents, resolutions, and lessons learned
• Support internal and external audit processes
• Maintain and expand knowledge base for common issues
• Ensure adherence to IT policies and security protocols
• Create documentation for new locations and configurations
• Prepare compliance reports and audit evidence

REQUIRED QUALIFICATIONS

Education & Experience:

• 5-7 years of experience in IT support, retail IT operations, or technical support management
• Bachelor's degree in IT, Computer Science, Engineering, or related field
• Proven experience supporting POS systems or retail technology environments
• Demonstrated experience managing multiple IT support responsibilities simultaneously Technical

Expertise:

• Strong knowledge of Windows operating systems and OS troubleshooting
• Hands-on experience with POS systems and retail applications
• Working knowledge of CCTV systems, DVR/NVR technology, and surveillance infrastructure
• Experience with backup systems, monitoring tools, and recovery procedures
• Proficiency with desktop support tools and asset management systems
• Basic networking knowledge (troubleshooting connectivity, printer setup)
• Familiarity with IT ticketing systems and asset tracking tools
• Basic scripting or automation experience (PowerShell, batch scripts, or similar)