IT Support Specialist

This position acts as the first line of IT support and coordinates closely with Head Office IT, vendors, and service providers for issue resolution and system maintenance. This role requires flexibility, including shifting schedules, weekends, holidays, and on-call support based on retail operational needs

• POS & Store IT Support
• Provide first-level technical support for POS systems, payment terminals, peripherals, and store IT equipment.
• Diagnose and resolve hardware, software, and basic network issues in retail store environments.
• Ensure POS systems and critical store applications are fully operational during store opening (BOD) and closing (EOD) processes.
• Support POS setup, configuration, testing, deployment, and routine updates
• Incident Management & Escalation
• Act as the primary IT contact for store technical issues and inquiries.
• Log, track, and manage incidents using proper documentation and ticketing processes.
• Escalate complex or unresolved issues to Head Office IT, infrastructure teams, or external vendors.
• Follow through on escalated tickets to ensure timely resolution and minimal business disruption.
• Store Operations Support
• Monitor store systems to proactively minimize downtime during business hours.
• Provide on-site, remote, and on-call support as required by store operations.
• Support new store openings, system roll-outs, upgrades, and technology deployments.
• Ensure IT readiness for daily store operations and peak business periods
• Documentation & Coordination
• Maintain accurate records of incidents, resolutions, and system issues.
• Assist in maintaining IT documentation, procedures, and knowledge base for store support.
• Coordinate closely with Head Office IT and third-party vendors for service delivery and issue resolution
• Continuous Improvement & Ad Hoc Tasks
• Identify recurring technical issues and contribute to improving store IT stability.
• Support continuous improvement of IT processes, tools, and retail system performance.
• Perform other IT-related tasks assigned by management to support business operations

JOB SPECIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science, or related field

• 1 to 2 years of experience in IT Support, Service Desk, POS Support, or similar roles is highly preferred.
• Fresh graduates with strong internship or hands-on IT support experience are welcome.

• Basic understanding of POS systems, retail IT operations, hardware, software, and network troubleshooting.
• Familiarity with ticketing systems and incident management processes is an advantage.
• Strong problem-solving skills with a customer-focused and service-oriented mindset.
• Willingness to work in shifting schedules, weekends, holidays, and provide on-call/on-site