Technology Operations and Support Associate, Retail Store Systems Support

Ralph Lauren; Bengaluru; On-site; INR 550,000 - 900,000; Full time

Job summary

Ralph Lauren Corporation seeks an Associate, Retail Store Systems Support to provide dedicated technical assistance for Ralph Lauren Retail Stores. You will handle POS hardware and software, troubleshoot over the phone, and support systems across Windows and iOS platforms with on-call rotation.

The role emphasizes fast‑paced, customer‑focused problem solving, documentation, and collaboration with cross-functional teams to resolve store technology issues quickly.

Qualifications

• Must have 1+ year in ITES operations.
• Adaptability to 24x7 shifts including nights and weekends.
• Strong customer service and communication skills.
• Proven ability to troubleshoot over the phone and via remote support.
• Experience with Windows 10 and iOS platforms.

Responsibilities

• Serve as first contact for Retail Stores needing IT assistance with POS hardware, software, and related devices.
• Provide clear, confident troubleshooting over the phone; guide users to resolution.
• Support Retail Stores 24x7 and participate in rotating on-call schedule.
• Document updates and process changes; contribute to knowledge base.
• Escalate issues when necessary and coordinate with IT teams.

Skills

Windows troubleshooting

Phone/remote support

Azure Active Directory

Networking basics

ITIL basics

ServiceNow

Tools

Xstore POS

Microsoft 365

Excel

SharePoint

Intune MDM

SQL/Oracle

IBM iSeries

Job description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren’s reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The company’s brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world’s most widely recognized families of consumer brands.

The Associate, Retail Store Systems Support provides dedicated technical support for Ralph Lauren Retail Stores, covering POS computer systems, hardware, and software via telephone, email, and chat tools. This fast‑paced, multi‑task role requires excellent decision‑making and top‑notch customer service skills. Strong expertise in Windows systems and the ability to confidently troubleshoot over the phone are essential.

General

• Serve as the first point of contact for Retail Stores seeking assistance with POS hardware, software, workstations, printers, time clocks, UPS units, mobile devices, interactive screens, or other retail technology issues.
• Deliver clear, confident troubleshooting over the phone, guiding non‑technical store users step by step to resolution.
• Provide 24x7 support of applications for Retail Stores and participate in a rotating on‑call schedule for off‑hour and weekend coverage.
• Apply a logical approach and structured process to problem solving.
• Participate in product and process updates, and create documentation for the same.
• Proactively drive issues to closure and collaborate with peers to resolve them.
• Communicate problems clearly to your team and colleagues, and understand how issues affect other areas of the organization beyond IT.
• Acknowledge and action proactive monitoring alerts as a first responder, escalating where required.
• Take independent action – do things before being asked or forced by events – and contribute creative solutions and innovative ideas.

Operational

• Be an advocate for customer requests; maintain ownership of each request and follow through consistently to resolution.
• Increase Retail Store satisfaction by improving the First Contact Resolution (FCR) rate.
• Review open ticket queues and close tickets upon resolution daily.
• Triage and prioritize issues appropriately, and elevate problems to management when needed.
• Stay current with system information, changes, and updates.

Applications & Technology Expertise

Must Have

• High expertise in Windows 10 troubleshooting, with a strong overall understanding of both Windows and iOS platforms.
• Proven ability to troubleshoot over the phone and through remote support channels.
• Azure Active Directory – hands‑on experience.
• Networking – basic knowledge (connectivity, Wi‑Fi, and store network fundamentals).
• ITIL – basic knowledge of incident, request, and escalation processes.
• ServiceNow – basic to intermediate (ticket logging, categorization, routing, and queue management).
• Retail hardware and POS setup – basic to intermediate (registers, receipt printers, barcode scanners, PIN pads, UPS units).
• Xstore POS – working knowledge of Level 1 troubleshooting (login, register, receipt printing, and open/close issues).
• Microsoft 365, Outlook, and SharePoint – working knowledge, with strong Excel skills.

Good To Have

• Exposure to proactive POS monitoring tools (e.g., HAWK) for alert acknowledgement and first response.
• Adyen and payment device troubleshooting – basic knowledge.
• Intune MDM – basic knowledge.
• IBM iSeries – foundation skills.
• TrueVue / RFID – basic knowledge.
• Exposure to connected retail applications such as Mad Mobile, Concierge, RetailNext, or Yoobic.
• SQL / Oracle – basic query and troubleshooting knowledge.

Communication & Soft Skills

• Excellent verbal and written communication skills, with the confidence to support store users across global regions over the phone.
• Strong customer service orientation and sound decision making in a fast‑paced, multi‑task environment.
• Logical problem‑solving skills with strong attention to detail.
• Collaborative team player who builds strong working relationships with colleagues and stakeholders.
• Proactive mindset with a “can do” attitude.
• Strong time management and prioritization skills.

Mandatory Requirements

• Minimum 1 year of experience in ITES operations.
• Adaptability to work in rotational shifts as part of a 24x7 support model, including nights and weekends.