Associate Engineer - IT Operations

Role Summary

As an Associate Engineer of IT Operations, you will be responsible for configuring and maintaining the company’s IT infrastructure across multiple sites, providing second-line (L2) support, and collaborating with team members to deliver high-quality IT services. You will handle the complete configuration of network devices, including firewalls, and ensure seamless IT operations across stores, warehouses, and other locations. Additionally, you will work closely with L1/L2/L2 IT teams. The Associate Engineer will also contribute to IT projects, troubleshooting, and ensuring the continuous operation of IT systems, including network infrastructure, CCTV systems, and cloud services.

What's On Your Plate?

IT Support & Troubleshooting:

• Provide second-line (L2) technical support for hardware, software, and network issues across multiple sites.

• Diagnose and resolve technical issues escalated from first-line support, ensuring minimal downtime and disruption for end-users.

• Manage incidents and service requests in the Jira ticketing system following the IT incident management process, ensuring accurate documentation and timely resolution within the SLAs.

• Manage escalated incidents from the IT Service Desk (L1), ensuring they are updated daily with high-quality troubleshooting steps and meaningful progress reports.

• Use Slack for real-time communication and coordination with internal teams to resolve incidents and requests quickly and efficiently.

• Prioritize and escalate issues to L3 as necessary, ensuring prompt and effective resolution to minimize business impact. 

• Communicate Major Incidents (P1/P2) / critical issues to IT leadership and key stakeholders to ensure visibility and awareness.

• Ensure adherence to ITIL processes, including Incident Management, Request Fulfilment, Problem Management, Change Management, and Asset Management, within the tMart IT Operations team.

Network Administration:

• Configure and maintain network devices, including firewalls, routers, switches, and Wi-Fi access points, ensuring full operational functionality. 

• Support the management of Active Directory, email accounts, and cloud services.

• Monitor and troubleshoot internet connectivity, VPN issues, and network performance.

New Site Deployments & IT Infrastructure Maintenance:

• Lead the complete configuration of IT infrastructure for new sites, warehouses, and other locations, ensuring network and systems readiness.

• Provide full configuration support for network devices, CCTV cameras, POS systems, and other hardware installations.

• Provide on-ground support for L3 engineers during office setups and remote sites to ensure proper implementation. 

• Travel to multiple sites within the country for support, installations, and troubleshooting as needed. And a valid driving license is required to visit the locations.

CCTV & Security Systems Support:

• Configure, maintain, and troubleshoot CCTV systems, ensuring their operational continuity and security compliance.

• Ensure proper storage and retrieval of video recordings in line with company guidelines.

Documentation & Process Improvement:

• Maintain accurate IT asset inventory, including network devices.

• Document troubleshooting guides, system configurations, and best practices to enhance IT support efficiency.

• Identify areas for process automation and efficiency improvements within IT operations.

Cross-Team Collaboration & Stakeholder Engagement:

• Work closely with IT Operations engineers in different regions, other IT teams (L1/L2/L3), and cross-functional teams.

• Support IT projects, upgrades, and initiatives aimed at improving infrastructure resilience.

• Provide guidance and training to end-users on IT policies, procedures, and best practices.