Executive, IT Support

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.