IT Support Engineer

ROLE JOB DESCRIPTION

JOB TITLE : IT Support Engineer

DEPARTMENT: IT

LOCATION: Bangalore

REPORTING TO AGM IT

COMPANY & BACKGROUND Dairy Day is one of India's largest ice cream brands. Over the last 20+ years, we have built a formidable presence across South & West India and are continuously expanding across the country, selling to over 60,000+ retailers. Dairy Day manufactures and supplies products across a variety of cups, cones, sticks, tubs, and other special packaging with over 30+ flavors. The company has state of the art manufacturing facilities in Karnataka with a production capacity of 2.5 Lakh liters/day.

ROLE SUMMARY Dairy Classic Ice Creams Pvt Ltd skilled IT Support Engineer to manage and support our Distributor Management System (DMS) and Sales Force Automation (SFA) . This role involves delivering technical support, diagnosing and resolving system issues, ensuring seamless operations, and assisting users with DMS and SFA applications. The ideal candidate will collaborate with sales, distribution, internal IT, and vendor teams to address business-as-usual (BAU) challenges, manage user access, and uphold data accuracy. Strong problem-solving abilities, technical proficiency, and the capability to train end-users on system functionalities are key to success in this role.

ROLE AND RESPONSIBILITIES

1. DMS Support & Troubleshooting

• Provide first-level support for DMS-related issues encountered by sales teams, distributors, and other stakeholders.
• Troubleshoot system errors, data discrepancies, and integration issues with ERP/other sales applications.
• Escalate critical system issues to the IT team or external vendors when necessary.

2. User Training & Documentation

• Assist in training distributor staff and internal teams on DMS functionalities and best practices.
• Prepare and update user manuals, FAQs, and troubleshooting guides.
• Conduct periodic refresher training sessions to improve system usage efficiency.

3. Data Management & Reporting

• Validate and ensure the accuracy of sales, inventory, and distributor-related data within the DMS.
• Assist in reconciling discrepancies between DMS and ERP systems.
• Do Sanity checks on the DMS data as and when required.

4. Coordination with Stakeholders

• Collaborate with sales teams, distributors, IT, and third-party vendors to resolve issues .
• Work with IT teams to support system integration with ERP, CRM, and other platforms.
• Gather user feedback and suggest improvements for system usability and efficiency.

Additional Information:
Work Environment:
The position requires working in a dynamic and fast-paced FMCG environment. Some travel to other office locations or warehouses may be required.

Flexibility:
May require availability outside regular working hours for urgent support issues.

QUALIFICATIONS AND EDUCATION REQUIREMENT
Academic
Bachelor's degree

Skills & Competencies:

• Strong problem-solving and analytical skills.
• Good communication and interpersonal abilities.
• Ability to work under pressure and manage multiple priorities.
• Knowledge of ERP systems (SAP, Microsoft BI, JIRA, SQL) is a plus.

ADDITIONAL NOTES

RELEVANT INDUSTRYFMCG (Food / Beverages) Biscuits, Chocolate, Dairy, Frozen foods

YEARS OF EXPERIENCE 3+ years of experience in IT support, DMS, or sales operations in the FMCG sector

AGE CRITERIA 25-30 years

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