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Position Responsibilities
Technical Support:
- Provide timely and effective technical support to end-users in retail locations via phone, email, and in-person.
- Diagnose and troubleshoot hardware and software issues, including POS systems, payment terminals, desktops, laptops, printers, and network devices.
- Assist with the installation, configuration, and maintenance of IT equipment and software in retail locations.
User Assistance and Onboarding:
- Assist with the onboarding process, including laptop preparation, setting up email accounts, and activating access cards.
- Guide retail staff on basic and advanced IT-related issues, providing clear and understandable solutions.
- Create and update user guides and documentation for common technical issues and procedures.
- Conduct user training sessions to enhance IT literacy and efficiency among retail staff.
- Set up new user accounts and profiles, ensuring all access permissions are properly configured.
System Maintenance:
- Perform routine maintenance and updates on IT systems and infrastructure specific to retail operations.
- Maintain and repair computer hardware, systems, and networks to ensure optimal performance.
- Monitor system performance and security, addressing potential vulnerabilities and issues promptly.
- Manage backup and recovery processes to ensure data integrity and availability.
Network and Security Support:
- Assist in maintaining and troubleshooting local area networks (LANs), wide area networks (WANs), and internet connectivity in retail locations.
- Support network configuration, including switches, routers, and firewalls.
- Ensure network security by implementing appropriate measures and responding to security incidents.
- Support the company's cybersecurity initiatives and protocols.
POS Systems and Retail Equipment Support:
- Provide specialized support for point-of-sale (POS) systems, including troubleshooting hardware and software issues.
- Coordinate with POS vendors for updates, maintenance, and troubleshooting.
- Ensure seamless integration of POS systems with other retail applications and databases.
- Install and configure computer hardware, software, systems, networks, printers, door access systems, scanners, and CCTV in retail outlets.
- Assist with HQ office door access and CCTV management.
Asset and Vendor Management:
- Track and manage IT assets, including hardware, software licenses, and warranties.
- Assist in the procurement of new IT equipment and software.
- Maintain accurate inventory records and ensure compliance with company policies.
- Liaise with IT-related office equipment suppliers for hardware, software, and system needs.
- Replace and order parts as required to ensure seamless operation of IT infrastructure.
Collaboration and Documentation:
- Work closely with other IT team members, retail managers, and departments to support organizational goals. Participate in IT projects and initiatives, providing technical expertise and support as needed.
- Stay updated with the latest software and operating systems to ensure the company leverages current technology.
- Provide support, including procedural documentation and relevant reports.
- Follow the company's SOP for proper escalation of unresolved issues to the appropriate internal teams.
Qualification and Experience
Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
Experience: Minimum of 2 years of experience in IT support, preferably in a retail or F&B environment.
Technical Skills:
- Proficiency in Windows and IOS operating systems.
- Strong knowledge of networking concepts and troubleshooting.
- Familiarity with various software applications and IT tools.
- Experience with POS systems, Active Directory, Office 365, and remote support tools.
a Necessity, not a Luxury
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