Desktop Support Engineer

Role & responsibilities

Answer inbound calls from Client store associates and managers within the 30-second call answer target (85% attainment).

• Open and categorize tickets in ServiceNow during the call priority correctly assigned within 30 seconds.
• Use Agent Assist (Claude-powered RAG over runbooks) to surface the right resolution steps; follow the guided procedure.
• Resolve POS issues, payment partial outages, scanner/printer problems, password resets, access requests, and how-to questions on first contact where possible.
• Diagnose register-down issues including network connectivity, payment terminal pairing, software re-launch procedures.
• Handle Manager Portal and back-office app issues including login problems, report generation, and data sync issues.
• Escalate to L2 with full context when the issue exceeds the runbook scope never escalate without documenting what was already attempted.
• For P1 'store-down' calls, follow the priority protocol: notify L2 immediately, get the store associate into the bridge, do not drop until resolution.
• Maintain real-time ticket update discipline — every step taken is logged in ServiceNow before moving on.
• Run end-of-call wrap correctly: code the ticket, capture CSAT survey, close the loop.
• Participate in daily team huddle at shift start; flag any recurring issues for the daily ops review.
• Maintain shift readiness: phones answered within 30s, queue depth managed, no extended adherence breaches.

Preferred candidate profile

• 1–3 years in voice-led support roles (international help desk, BPO, technical support, customer service for technology products).

• Neutral English accent — must be intelligible to US store associates (regional US Southern English speakers); test required at hiring.

• Hands-on ServiceNow experience — incident creation, categorization, transfer, closure.

• Familiarity with at least one POS or retail technology platform: NCR, Verifone, Toshiba, Oracle Retail, or similar.

• Comfortable on phones for 6+ hours per shift in a high-volume environment.

• Comfortable working rotating shifts including nights and weekends in a 247 environment.

• Strong active-listening skills — able to hear a panicked store associate's symptom and translate to a categorized ticket.

• Familiarity with Cisco UCCX or equivalent call center platform.