Onsite Desktop Support Technician – Retail & Network Expert

Technical Support Services

Technical Support Services means the functions associated with the fulfillment of Service Requests and Resolution of Incidents through Level 2 support coordination, including onsite, deskside, diagnosis and break-fix of Supported Hardware (listed in “Hardware List” section). The Technical Support Services provided by the Supplier include the functions identified as Supplier’s responsibility matrix outlined in MSA.

Supplier will also provide Hands & Feet support and Eye/Smart Hands Support (for Incident Resolution and Service Request fulfilment of Supported Hardware, Supported Software and applications) at customer’s Retail stores and other facilities listed in Section‑3 of this SOW.

Supplier will assist End users in diagnosing and resolving Hardware and software related issues with their IT devices. Supplier technicians will perform the tasks listed in MSA as well as the following tasks at customer sites:

• Desk Side Support (Onsite Support)
• IMACD Services
• Hands and Eyes/Feet support for Network Devices
• Retail Store Devices List along with their purpose

• Routers, Switches, Modems – To manage internet and network connectivity.
• Wi‑Fi Access Points – To provide wireless internet access.

• POS Terminals – For processing sales transactions.
• Receipt Printers – To print customer receipts.
• Barcode Scanners – For scanning product barcodes.
• Cash Drawers – For storing cash securely.
• Pin Pads

• CCTV Cameras – For monitoring the store.
• Alarm Systems – For security alerts.
• Anti‑Theft Tags and Detectors – To prevent shoplifting.

• Displays and Screens – For advertising and information.
• Content Management Systems – To control what is displayed.

• Credit Card Terminals – For processing card payments.
• Mobile Payment Devices – For contactless payments.

• Kiosks – For self-service options.

• To manage customer data and interactions.

• Office Computers – For managing inventory, orders, and administrative tasks.
• Staff Workstations – For employees to perform various tasks.
• Servers – For data storage and management.
• Backup Systems – To ensure data is not lost.