Retail Field Services Engineer
EMEA / Greater China / APLA – Multiple Locations
Position Summary
Provide on-site technical support to retail stores, quickly diagnosing and resolving IT issues to keep all equipment running. You will perform break-fix, hardware replacements, quarterly health checks, and IMAC projects across the store estate.
Key Responsibilities
• Troubleshoot, analyse, and resolve faults on all in-store IT equipment for end users; implement corrective actions.
• Install, configure, and test retail IT equipment including POS, mobile POS, RFID, Zebra printers, and related peripherals.
• De-install and package legacy equipment as required.
• Partner with client stakeholders to ensure smooth desktop and retail IT operations.
• Administer and resolve issues on end-user workstations or retail devices when needed.
• Verify connectivity of all retail IT devices.
• Liaise with third-party vendors and OEMs; coordinate dispatches through Caddies or Cognizant as necessary.
• Provide “smart-hands” support on-site for Tower SMEs covering infrastructure, software/applications, AVDE, and other L2/L3 remote teams.
• Execute installations, moves, adds, and changes (IMAC) on retail hardware—install, remove, relocate, upgrade, modify, or reconfigure equipment and software as requested.
• Support, via installation, repair/swap, or smart-hands, all IT equipment in the store, including but not limited to:
– register base, register display, register printer, register keyboard, debit PIN pad, barcode handheld scanner, integrated payment terminal, bed scanner, presentation scanner, POS controller; software reloads when remote reload is not possible; coin dispenser; price verifiers; iOS devices and peripherals; fiscal print devices.
Mandatory Skills & Experience
• 3+ years as a desktop/field support engineer, preferably in retail or high-footprint environments.
• Fluency in the local language and business-level English.
• Hands-on expertise with POS hardware, barcode/RFID scanners, printers, cash-dispensing devices, Windows 10/11, macOS, basic networking (TCP/IP, DHCP, VLAN).
• ServiceNow or equivalent ticketing tool experience.
• SCCM and Intune familiarity.
• Valid driver’s licence and eligibility to work in the assigned region.
Preferred Certifications
• CompTIA A+, Network+, Security+
• Apple ACMT / ACiT
• Zebra, VeriFone, or other OEM vendor certifications
• HDI Desktop Support Technician
Work Arrangement
• Home-based in the city of assignment; travel to nearby stores under a hub-and-spoke model (day travel ~70 %, overnight <10 %).
• Coverage across all stores in EMEA, Greater China, and APLA geographies.
What We Offer
• Competitive salary, overtime, and call-out premiums.
• Company vehicle, fuel card, laptop, mobile phone, calibrated toolkit.
• Clear career path: Engineer → Lead Engineer → Regional Lead or Tower SME.
• Global training budget and certification support.
• 25 days PTO, flexible scheduling, employee discounts.
Apply now with your CV in English and a short note on your proudest store-tech fix.