Retail Store Hardware & NSO Support Engineer

Location: Jersey City, NJ (100% Onsite)
Duration: 6 Months (possibility of an extension)
Implementation Partner: Infosys
End Client: To be disclosed (Retail)

JD: We are seeking a Retail Store Hardware Support & NSO Engineer with strong experience in store hardware, POS systems, store networking, and retail operations. The role will support Aptos POS (preferred) or similar enterprise retail POS platforms, ensuring smooth new store openings, stable day-to-day store operations, and rapid incident resolution across physical retail locations.

Responsibilities

1. Store Hardware & POS Support (Day-to-Day)

• Provide L2/L3 support for Aptos POS (preferred) or equivalent retail POS platforms (NCR, Oracle Xstore, GK, LS Retail, D365 Commerce).
• Troubleshoot and resolve hardware faults across the full store estate: - POS registers, Mobile POS - Peripherals: receipt printers, barcode/RFID scanners, cash drawers, pin pads, customer displays, scales, label printers. - Back-office: desktops, all-in-ones, shared printers, cash management systems, staff devices.
• Diagnose device driver problems, and peripheral connectivity failures.
• Coordinate with field technicians, hardware vendors, and suppliers for break/fix, RMA parts replacement, and on-site support.
• Ensure POS lane readiness at all times: device pairing, peripheral configuration, functional verification, and rapid fault remediation.
• Manage and respond to hardware tickets via ITSM tools (ServiceNow, Jira, or equivalent) within agreed SLAs.

Requirements

Essential

• 4–8 years of experience in Retail Store IT, POS Support, Store Hardware Support, or Field Engineering.
• Hands-on knowledge of Aptos POS (strongly preferred) or a comparable enterprise retail POS platform.
• Strong practical experience with the full POS peripheral ecosystem: printers, scanners, cash drawers, pin pads, displays, scales.
• Solid understanding of store networking fundamentals: LAN/Wi-Fi, switch ports, VLAN concepts, IP addressing, DHCP/DNS troubleshooting.
• Experience supporting Windows-based endpoints (Windows 10/11/IoT), device manager, drivers, and remote support tools.
• Proven experience delivering NSO or large-scale retail rollout programmes including staging, imaging, logistics, and go-live support.
• Familiarity with ITSM/ticketing processes, SLA management, and escalation handling.
• Strong communication skills - able to convey technical issues clearly to non-technical store teams and senior stakeholders.

Preferred / Nice-to-Have

• Exposure to additional retail POS platforms: Aptos, NCR, Oracle Xstore, GK Software, LS Retail, Toshiba, D365 Commerce.
• Experience with payment device setup and troubleshooting (Verifone/Ingenico/PAX) and awareness of PCI DSS compliance requirements.
• Hands-on experience with endpoint/device management tools: Intune, SCCM, BigFix, or similar MDM solutions.
• Knowledge of retail store operations: sales transactions, returns/exchanges, cash office, end-of-day reconciliation, promotions, and loyalty programmes.
• Experience supporting global or large multi-site retail chains.