IT Executive/Senior Executive

The IT Senior Executive / Executive (Infrastructure/Helpdesk/Retail Adhoc/Remote Support) plays a vital role in maintaining the IT systems across both HQ and retail outlets. This position provides crucial support to end-users, resolves technical issues, monitors IT infrastructure, and helps with IT system setup, installation, and maintenance. The role is also responsible for traveling to retail outlets as needed to provide on-site support, particularly for systems or issues that cannot be addressed remotely. A solid understanding of IT infrastructure (Active Directory, Vmware and network), business applications (ERP, POS and CRM) and customer service skills are essential in this role. The role requires strong problem-solving abilities, excellent communication skills and the ability to support multiple IT systems in a dynamic environment.

Key Objectives & Responsibilities:

1. Helpdesk Support and User Assistance

• Primary IT Support: Serve as the first point of contact for employees at HQ and retail outlets for troubleshooting and resolving IT issues (hardware, software, network connectivity, etc.).
• Technical Assistance: Provide solutions for issues related to workstations, mobile devices, applications, and network connectivity.
• Ticket Management: Log and track helpdesk tickets using a ticketing system, ensuring that all issues are logged and resolved in a timely manner.
• User Education: Offer guidance to end-users on how to use IT systems and applications effectively, including routine software tools (e.g., ERP, POS, CRM systems).

2. Remote Support

• Remote Troubleshooting: Provide remote IT assistance using remote access tools for employees working at retail locations or remote offices.
• Network and Connectivity Support: Assist users and troubleshoot any issues related to network or internet access.
• Software Troubleshooting: Help with the installation, configuration, and troubleshooting of business-critical software applications remotely, including POS, ERP, and CRM systems.
• Hardware Issues: Diagnose and resolve hardware issues remotely when possible (e.g., laptop or mobile device problems) or arrange for onsite assistance if necessary.

3. Retail Adhoc Support

• Retail IT Troubleshooting: Provide on-the-spot IT support to retail outlets, including troubleshooting POS system issues and other business applications.
• System and Hardware Support: Troubleshoot and resolve issues with POS terminals, barcode scanners, receipt printers, or other retail-specific equipment.
• Installation and Setup: Assist in the setup and installation of IT systems and infrastructure at new or existing retail outlets, including network configurations, POS systems, and network setup.
• Ad-Hoc Requests: Address any unplanned or immediate IT issues that arise at retail locations, ensuring quick resolution to minimize business disruption.

4. Infrastructure Management and Support

• Monitor IT Systems: Monitor the infrastructure of IT systems and networks across both HQ and retail outlets to ensure all components are functioning properly.
• Server and Network Monitoring: Assist in monitoring network performance, server uptime, and the overall health of IT infrastructure.
• Troubleshoot Infrastructure Issues: Identify and troubleshoot issues related to networking hardware (routers, switches) or server hardware and software that may impact overall system performance.

5. Travel to Retail Outlets for On-Site Support

• On-Site Visits: Travel to retail outlets as required to provide hands-on support, setup new equipment, or resolve issues that cannot be handled remotely.
• Retail IT Audits: Conduct IT system audits at retail locations to ensure that hardware and software are functioning properly, and make recommendations for improvements or upgrades.
• System Installations and Configuration: Help in the installation of new IT systems or upgrades at retail outlets, ensuring proper setup and configuration for seamless business operations.

6. System Maintenance and Updates

• Patch Management: Ensure all systems, including operating systems and business applications, are up-to-date with the latest patches and security updates.
• System Configuration: Assist with the configuration of new systems, including network setup, POS systems, and ERP systems to meet business needs.
• IT Equipment Maintenance: Oversee the ongoing maintenance of IT hardware (e.g. desktops, servers, routers, firewalls) to ensure that everything operates optimally.

7. Vendor Coordination and Support

• Vendor Liaison: Coordinate with external vendors for hardware repairs, warranty claims, and software support.
• Procurement Assistance: Assist with the procurement of IT hardware and software for both HQ and retail outlets, ensuring that it meets business requirements.
• Vendor Issue Resolution: Work with vendors to resolve any issues with IT equipment or services, such as equipment failure or installation errors.

8. Security Management

• Security Protocols: Implement and monitor security measures across IT infrastructure to safeguard business data, including network security, antivirus management, and user access controls.
• System Vulnerabilities: Assist in identifying and addressing potential security vulnerabilities at both HQ and retail locations, ensuring compliance with company policies and regulatory standards.
• Data Protection: Ensure that appropriate backup and data protection procedures are followed across all systems and locations.

9. Documentation and Reporting

• Record IT Issues: Document and maintain records of all technical issues and their resolutions to create a knowledge base for future reference and training.
• Report IT Performance: Provide regular reports on the status of IT systems and operations, highlighting issues and performance trends.
• Inventory Management: Maintain accurate records of IT assets (hardware, software, and licenses) used at retail outlets and HQ locations.

10. Support IT Projects and Initiatives

• Assist in IT Projects: Support ongoing IT projects, such as system upgrades, software rollouts, or new IT infrastructure implementations, ensuring successful execution across all locations.
• Collaboration with IT Team: Work closely with other IT team members and departments to implement new technologies and improve current IT systems.
• Project Documentation: Assist with documentation related to IT projects, including configuration details, implementation plans, and testing results.

Skills, Experience & Qualifications:

• Educational background: A bachelor's degree in computer science, information technology, or an equivalent field, demonstrating a strong foundation in IT principles.
• Experience: At least 1-3 year of working experience in a similar role, bringing practical knowledge to the position.
• Cybersecurity: Strong understanding of data security protocols and compliance requirements to protect the company's digital assets.
• System proficiency: Familiarity with various IT systems, business application software administration and support to effectively manage key business tools.
• Problem-solving skills: Excellent ability to tackle challenges and work under pressure, thriving in a dynamic IT environment.
• Communication abilities: Strong interpersonal and communication skills to collaborate effectively with colleagues across all departments.
• Ability to prioritize and plan timelines and be a good team player in accomplishing related results as needed.

Benefits:

• Attractive remuneration package;
• 5 working days
• Medical claim and Dental claim;
• Group Hospitalization Scheme (GHS), Group Personal Accident (GPA) Insurance and Group Term Life Insurance(GTL);
• Lucrative staff purchase discount for FOCUS POINT Eyewears;
• KOMUGI bakery privilege card;
• Yearly Complimentary Eyewear for 1 year of service and above.

Job Types: Full-time, Permanent

Pay: RM3,000.00 - RM4,500.00 per month

Benefits:

• Dental insurance
• Health insurance
• Maternity leave
• Professional development
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• What's your expected monthly basic salary?

Education:

• Bachelor's (Preferred)

Experience:

• IT: 1 year (Required)

Willingness to travel:

• 100% (Preferred)