Senior IT Hardware Support Engineer position at Unisys.| India

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Bangalore, KA,..........India

What success looks like in this role: We are seeking an experienced Lab Deployment Engineer to lead the technical build-out of a restaurant/retail technical environment in a lab setting . In this high-visibility project, the Lab Deployment Engineer will be responsible for installing and configuring all restaurant technology components – from point-of-sale (EPOS) terminals and self-service ordering kiosks to network infrastructure, printers, IP security cameras, digital menu displays, and IoT sensors. The goal is to create a fully functional lab that mirrors a real restaurant’s tech setup for testing and training purposes. This role is critical to the project’s success , ensuring that the lab environment is operational, reliable, and meets the clients' standards. This position will suit someone with strong hands-on technical skills, deployment experience in field or lab environments, and excellent coordination abilities. Key Responsibilities & Deliverables: Deploy Restaurant Technology Hardware: Install and configure a wide range of restaurant IT hardware in the lab, including electronic point-of-sale (EPOS) systems , customer self-order kiosks , printers , and related devices. Ensure each device is set up with the correct software, firmware, and network settings as it would be in the clients actual restaurant. Network Infrastructure Setup: Set up and configure the network equipment that will support all lab devices. This includes installing switches, and Wi-Fi access points to provide a network environment mirroring a typical clients restaurant (with appropriate VLANs, SSIDs, IP schemes, etc.). Ensure reliable connectivity for all endpoints (kiosks, POS, printers, cameras, sensors) and secure integration with corporate networks as required. Install Peripheral Devices: Deploy and integrate all peripheral components such as receipt printers, kitchen printers , payment terminals/card readers , cash drawers , and digital menu boards . Verify that peripherals communicate correctly with the POS/kiosk systems (e.g., test that printers print receipts, payment terminals process transactions, digital menus display content, etc.). IP Cameras & Sensors: Install and configure IP security cameras and various IoT sensors in the lab (for example, motion sensors, temperature or kitchen equipment sensors, door sensors, or other devices used in a restaurant setting). Ensure these devices are correctly integrated into the network. System Integration & Testing: Conduct thorough end-to-end testing of the lab setup. This means verifying that all systems work together seamlessly – for instance, an order placed on a kiosk should route through the network to the POS system, trigger the appropriate printer, and appear on any kitchen display if applicable. Test network connectivity and device interactions, and simulate typical restaurant technology workflows to ensure the lab truly replicates a live environment. Troubleshooting & Issue Resolution: Proactively troubleshoot any hardware or connectivity issues that arise during setup and ongoing lab operations. This includes diagnosing problems with devices not functioning or communicating properly, replacing or re-imaging faulty hardware, adjusting network settings, etc. Respond swiftly to fix issues to minimize downtime in the lab. If certain problems require external support (e.g., warranty repairs or specialized vendor support for proprietary systems), coordinate with those vendors to resolve the issues. Lab Maintenance & Reconfiguration: Maintain the lab environment on an ongoing basis. As the project evolves or as different markets’ configurations need to be demonstrated, reconfigure or update the lab setup accordingly. This could involve swapping hardware, updating software/firmware on devices, or changing network configurations to match new scenarios. Ensure the lab always reflects the latest “gold standard” of the restaurant tech setup. Documentation: Document all setups and changes. Create and keep updated a configuration document or runbook that details the lab’s network settings, device configurations, layout, and any special procedures. Also document common troubleshooting steps or known issues/resolutions. This documentation will be a key deliverable for knowledge transfer to permanent staff or other teams after the contract period, and for maintaining consistency across multiple lab locations. Project Coordination: Work closely with the project’s stakeholders and teams to align the lab build-out with project timelines and requirements. This includes coordination with project managers , the Service Desk training team (who will use the lab for training sessions), and client technical representatives. Provide regular updates on lab readiness, track tasks against the project schedule, and ensure any risks or delays in the lab setup are communicated promptly. Cross-Team and Remote Collaboration: Since this role may involve supporting multiple lab sites (the project includes lab environments in various locations), coordinate with remote “smart hands” or local field engineers at those sites. Guide on-site personnel through hardware installations or fixes when you cannot be physically present, ensuring all labs are consistent in setup. (Travel to the primary lab location or occasional on-site work might be required, but day-to-day work will be primarily lab-based.) Quality and Safety Compliance: Adhere to all relevant safety standards and IT policies during the deployment. Ensure neat and safe cabling, proper mounting of equipment, and compliance with electrical standards. Also, follow Client and Unisys IT security guidelines (e.g., secure configuration of devices, protection of any sensitive data during device setup). Deliver a polished lab setup that not only functions well but also meets quality standards for a production-like environment. Deliverable Outcome: Ultimately, deliver a fully operational “model restaurant” lab environment that meets the project’s acceptance criteria. The lab should be ready for use in training and simulation, meaning it can reliably support training exercises and scenario testing for the Service Desk team. Success in this role will be measured by the lab’s readiness on time, its reliability (minimal issues during training usage), and how closely it replicates the real restaurant experience from a technology standpoint. Establishing Procedures for Multi-Market Lab Changes: One of the critical aspects of this role is to develop a clear process for adapting the lab to different regional “market” configurations . The client’s restaurants in different countries or markets may use varying hardware models or configurations . The Lab Deployment Engineer will be responsible for defining how the lab can be reconfigured quickly and safely to emulate the tech setup of different markets as needed for training sessions. Multi-Market Configuration Support: The engineer will identify the differences in hardware and software between markets (for example, one market might use a different kiosk model or printer type than another). The lab will need a documented method to swap in those specific components. As new markets’ configurations need to be demonstrated, the engineer will update or reconfigure the lab setup accordingly . This ensures that trainees in any region can be trained on the exact systems they will use in their home market. Modular Lab Setup: Part of this process is making the lab modular , so components can be switched out with minimal disruption. For instance, if European restaurants use Payment Terminal A and Asian restaurants use Payment Terminal B, the lab should have both available and a procedure to switch between them. The engineer will create checklists or scripts for these changeovers (e.g., “To simulate Market X: replace devices 1, 2, 3 with alternate units; update network settings Y; load software image Z”) so that changing the lab’s configuration is systematic and repeatable. Documentation & Version Control: The role includes documenting each market configuration in the lab runbook . For each supported market, there will be an outline of the hardware setup, device images, network configs, and any unique settings (for example, tax calculation modules or regional software customizations) required. The engineer will likely maintain a matrix of configurations indicating which components and software versions correspond to each market. When switching the lab from one market setup to another, they will follow a defined change procedure and update the documentation accordingly. All changes should be tracked (what was changed, when, and why) to maintain an audit trail and to easily revert to the “base” configuration if needed. Ensuring Baseline Consistency: It’s essential that the lab remains in sync with the actual restaurants’ baseline configurations in each market it represents. The engineer will establish a process for monitoring updates (like new firmware releases) that the client rolls out in various markets, so the lab can be updated to match. For example, if the North America market is pushing a new software version to kiosks, the lab’s kiosks should be updated in step. The procedures will cover how to obtain these updates and apply them in the lab environment, keeping it current. According to project guidelines, labs should stay on the same baseline (firmware, drivers, etc.) as the restaurants they support. Scheduling and Coordination: The Lab Deployment Engineer will coordinate with the training or operations schedule to plan when market-specific changes happen. For instance, if next week the Service Desk in Asia needs to train on the Asian market setup, the engineer might schedule a configuration change in the lab at least several days prior and test everything in that mode. Part of the procedure documentation will include lead times and validation steps after a reconfiguration. This might involve a quick sanity test of core functions whenever the lab is switched to a new configuration, ensuring all swapped components are functioning properly before the training event. In summary, the Lab Deployment Engineer will create a structured SOP (Standard Operating Procedure) for making lab configuration changes to support different restaurant markets. This will enable the company to use the same physical lab to train support teams for any global region by simply following the documented steps to swap hardware and configurations as needed. By doing so, the lab becomes a flexible asset supporting a worldwide scope, and the process ensures no detail is overlooked when these changes occur. Remote Lab Support & “Smart Hands” Coordination: The project will establish Client’s training labs in multiple global locations (for example, at service desk centers in Bangalore, Manila, Bogotá , etc.), and this role will be instrumental in creating processes to remotely support those labs . The Lab Deployment Engineer (as part of a global team) will not be physically present at all lab sites, so they must coordinate with local on-site resources (often referred to as “ smart hands ”) to get things done. This section describes how the engineer will create and enforce processes for that remote support: Global Lab Oversight: The Lab Deployment Engineer based in the primary location will serve as a central point of contact for all regional labs . Each Service Desk location around the world will have a lab that needs to mirror the standard setup. The engineer will develop a process to keep all these labs in sync with each other. This could involve regular check-ins (virtual meetings or status reports) with each site to ensure they have the latest configurations and to address any issues they’re encountering. Remote Deployment Procedures: For any given update or change (for example, rolling out a new model of a router or a new software patch) the Lab Deployment Engineer will document the steps and then guide the local staff at each remote lab through the change. This might take the form of a written instruction set distributed to the local teams, and a scheduled call or video conference where the engineer supervises the change being implemented. The process documentation will cover how to verify the change was successful (for instance, after a new device is installed by smart hands, the engineer might remotely login to that device to check its configuration, or have the smart hands perform a test transaction on a kiosk to ensure everything works). “Smart Hands” Coordination: Smart hands are essentially the engineer’s hands in a remote location. The Lab Deployment Engineer will establish a clear protocol for engaging these on-site technicians. This includes how requests are made (e.g., via a ticketing system or email), what information to provide (detailed instructions, expected outcome, priority level), and how results are reported back. The engineer will likely create a checklist for smart hands to complete when performing tasks, to ensure nothing is missed. For example, if a printer needs to be replaced in the Bogota lab, the checklist might include “Replace the unit, configure its IP, run a test print, take a photo of the installed unit, and confirm via chat when done.” By following a standardized approach, even non-specialist hands can execute changes reliably. Remote Monitoring & Support Tools: Part of the process will be leveraging any remote access capabilities. The Lab Deployment Engineer will set up tools or VPN access that allow them to remotely monitor and manage the equipment in each lab where possible. With network access, the engineer could, for instance, push software updates or view device statuses without being on-site. The procedures will detail what can be done remotely versus what requires physical presence. For anything requiring physical change (like plugging in a cable or power-cycling a device), the engineer will instruct the smart hands accordingly. The combination of remote tools and local assistance ensures issues can be resolved quickly anywhere in the world. Consistency Across Labs: A major aim of these processes is to maintain consistency. The Lab Deployment Engineer will create a knowledge repository or use the existing runbook to record the state of each lab. If one lab has a slightly different configuration due to a regional variance, that will be noted. The engineer’s process might include a periodic audit – e.g., monthly each lab reports its device firmware versions, or the engineer remotely checks configurations – to catch any drift. Through this oversight, all labs will stay aligned with the “master” configuration and with each other as closely as possible. Any differences (due to market-specific hardware) will be intentional and documented. Training & Knowledge Transfer to Local Teams: Initially, local smart-hands technicians might not be familiar with the equipment. The Lab Deployment Engineer will help create a mini training program or orientation for the smart hands at each site so they understand the purpose of the lab and the basics of the devices. Over time, the engineer will refine the remote support process based on feedback from these teams, making it more efficient and foolproof. If the project plan is to eventually hire permanent lab support staff in those locations (which it is, as indicated by project leadership), then the contractor in this role will also facilitate the knowledge transfer of these processes to the incoming permanent team members, ensuring continuity. In essence, the Lab Deployment Engineer will design and implement the playbook for remote lab support : how changes and updates are rolled out to labs in different countries, and how to utilize local resources effectively. By coordinating with “smart hands” on-site, the engineer ensures that each Client’s lab (whether in Bogotá, Manila, Bangalore or elsewhere ) is set up correctly and maintained to the same standards without requiring travel for every small change. This global coordination is a key part of the role’s responsibility, given the worldwide scope of the Client’s Service Desk project. #LI-SP2 You will be successful in this role if you have: Required Skills & Qualifications Experience: 4+ years of hands-on experience deploying and configuring IT hardware in Experience: 5+ years in IT deployment roles, including experience with quick-service restaurant (QSR) technology projects or multi-site lab environments. Point-of-Sale & Kiosks: Proven experience with ** QSR Technology Familiarity: Experience working with Client restaurant technology or similar QSR systems (e.g. Burger King, Starbucks, etc.) is a strong plus , especially familiarity with common POS/kiosk platforms used in the industry. Networking: Solid understanding of **networking (LAN/WAN and Wi Networking Certification: Possession of networking certifications like Cisco CCNA/CCNP or CompTIA Network+ is highly desirable , as it demonstrates deeper expertise in network design and troubleshooting. Peripheral Devices: Experience installing and supporting peripherals such as printers (receipt and kitchen printers), payment terminals/card readers, barcode scanners, cash drawers, and other hardware that interfaces with POS systems. Device-Specific Knowledge: Familiarity with vendor-specific retail tech solutions is a plus (for example, experience with NCR/Aloha POS terminals, Verifone or Ingenico payment devices, or Acrelec self-order kiosks ). This helps in quicker ramp-up, though not required. IP Cameras & Sensors: Basic knowledge of setting up ** Advanced Systems Integration: Prior experience deploying CCTV surveillance systems or IoT sensor networks in a commercial setting. For instance, having set up camera systems in retail stores or integrated sensor data into dashboards would be a bonus. Technical Troubleshooting: Strong ability Process & Documentation: Experience creating documentation (installation guides, troubleshooting playbooks) or following IT service processes (e.g., ITIL fundamentals) is appreciated. It indicates an organized approach to deployment and handover. Education: Relevant technical Education: Bachelor’s degree in Computer Science, Information Technology, Electrical Engineering, or a related field is preferred . This can be offset by additional experience, but having a formal degree is a nice-to-have credential. Certifications: No specific certifications are required as long as experience and skills are demonstrated. Certifications: CompTIA A+ , CompTIA Network+ , Cisco CCNA/CCNP , or similar industry certifications are advantageous . These certifications will be considered a plus because they validate the candidate’s technical knowledge in hardware, networking, and IT support. Note: Candidates do not need prior Client-specific experience . Having a background in retail or hospitality IT deployments (such as in supermarkets, convenience stores, fast-food chains, hotels, etc.) is what we’re looking for. Experience with quick-service restaurant technology (e.g., working on IT for restaurants or franchises) is mentioned as a preference only because it can help the person hit the ground running. All required skills listed are the core abilities needed to do the job effectively from day one. Soft Skills and Attributes: In addition to the technical skills above, the ideal candidate will possess several soft skills and personal qualities to succeed in this role: Strong Communication: Ability to communicate clearly with cross-functional team members and possibly client stakeholders. This includes updating project leaders on progress, explaining technical issues to non-technical team members, and coordinating with remote hands or vendors effectively. Teamwork & Collaboration: While much of the work is hands-on and independent, this role still requires working closely with various teams (project management, training coordinators, network/security teams, vendors, etc.). A collaborative attitude and ability to work as part of a broader project team is important. Self-Motivated & Ownership: A proactive approach to work, with the ability to take ownership of the lab environment. The engineer should be able to work with minimal supervision , prioritize tasks to meet project deadlines, and take initiative to solve problems or improve the setup as needed. Problem-Solving Attitude: A resourceful troubleshooting mentality . When faced with an unfamiliar issue (which can happen in a complex integration of devices), the candidate should be able to systematically break down the problem, research or liaise with experts, and implement a solution. Attention to Detail: Thoroughness in following installation procedures and documenting configurations. The lab setup has many interdependent parts; a detail-oriented approach ensures nothing is missed (for example, all devices have the correct configurations, all cables are properly connected and labeled, etc.). Adaptability: Flexibility to adapt to changing project needs or updated technical requirements. For instance, if the Client team introduces a new device or a change in configuration mid-project, the engineer should be able to quickly adjust the lab setup and learn the nuances of the new component. Customer-Focused Mindset: Although this is a back-end role (in a lab rather than a customer-facing store), the ultimate purpose of this lab is to improve service for the end client (Client and its service desk users). A candidate with a customer-service mindset will ensure the lab environment truly meets the needs of those who will use it (trainers, trainees, and eventually restaurant staff or support teams). That means being responsive to feedback and striving for a high-quality result that improves the overall project deliverables. Experience Level & Work Environment: Experience Level: Mid to senior-level (Intermediate) . We expect the candidate to be competent in deploying technology without requiring training from scratch. At least 3 years of relevant experience is required (as noted above), but more experience (5+ years) is preferred for the complexity and scale of this project. Contract Role Details: This is a contract position , likely aligned with the timeline of the project (e.g., a contract for a number of months sufficient to build and hand over the lab). The candidate should be available to start promptly and commit for the project’s duration. There will be a requirement to transition knowledge to a permanent team later, so the contractor should be prepared to documentation and train others towards as part of the project plan. Work Environment: The role will be primarily lab-based at a Unisys facility (which is outfitted to represent a client restaurant tech environment). It is a hands-on on-site role – this is not a remote job because it involves physical equipment setup. The engineer will work in a lab/workshop setting with hardware racks, devices, and test stations. Some travel or on-site work at other lab locations might be required (for example, initial setup or periodic visits to labs in other regions, if part of the project scope), but extended travel is not expected to be frequent. Field vs Lab: The position combines aspects of a field deployment engineer (in terms of skill set) with a lab context. The candidate should be comfortable working with tools, handling hardware, and even performing light installation tasks (mounting screens, running cables) much like a field engineer would at a customer site. At the same time, they should be able to simulate and test scenarios in a controlled lab environment. Being customer-facing is part of the job so professionalism and interaction with client representatives will occur on a regular basis. Why This Role is Important: This Lab Deployment Engineer will play a pivotal role in ensuring the success of the Client technology transition project . By building a reliable lab that replicates restaurant conditions, the engineer enables: Effective Training: Service desk agents and support teams can be trained on the exact systems they will encounter in the field, leading to better prepared support staff. Testing and Validation: New configurations or troubleshooting procedures can be tested in the lab before applying them to real restaurants, reducing risk. Knowledge Transfer: The lab serves as a hands-on reference environment for various teams (both Unisys and Client) and having it built out correctly means faster knowledge transfer and problem resolution during the transition. By covering the areas above – technical deployment, process establishment for multi-market flexibility, and global remote coordination – the Lab Deployment Engineer will enable the project’s success on a global scale. This role ensures that no matter where in the world our teams support restaurants, they have a fully functional lab environment to train on and troubleshoot with, reflecting the exact conditions of the restaurants they support. It’s a challenging role that blends hands-on technical work with procedural and coordination responsibilities, ideal for a candidate who is technically adept, highly organized, and excited about making a big impact on a marquee project. Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com . US job seekers can find more information about Unisys’ EEO commitment here .

Senior IT Hardware Support Engineer job opportunity at Unisys.

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