About the Role
The IT Support Engineer is responsible for providing technical support and maintenance for retail store systems, office technology, end-user computing devices, and IT infrastructure. The role serves as the primary on-site IT resource, ensuring the availability and reliability of business-critical systems including Point of Sale (POS), weighing scales, payment devices, networks, and user workstations.
Responsibilities:
- Setting-Up PC Workstations for Employees
- Facilitate employees with the necessary tools and environment to perform their tasks efficiently
- Onboarding workstations according to the Company IT security policy to ensuring the Data and network Security.
- Troubleshooting Issues raised by employees with minimum downtime to help them complete the business tasks in time.
- Providing with IT solutions to Host Business meetings and conferencing through various Online channels.
- Installation and Management of Point-of-Sale
- Installation and maintenance of Point-of-Sale devices in the retail stores and online channels.
- Troubleshooting of Point-of-sale systems to ensure the smooth operations of the store and customer experience.
- Conduct comprehensive testing and implementation of new business requirements to integrate with Point-of-sale systems.
- Managing Scale systems
- Ensuring the scale system are UpToDate with Price and new article listings to ensure smooth store operation.
- Coordinate with Scale vendors for maintenance.
- Sales Capturing to ERP systems
- Streamlines the process of recording sales data into the ERP system.
- Providing Overnight IT support for stores to Perform the End of Day Process and ensure complete sales data has been captured and synchronize with ERP and Business reporting systems.
- Monitoring specific background jobs for forecast and replenishment systems and report to the relevant team.
- Price Updates:
- Monitoring the Price change related background jobs to ensure real-time updates of prices in the Point-of-sale devices and scales are UpToDate and any exceptions are remediated with manual intervention.
- Infrastructure Support
- Assist with on-the-ground installation, configuration and support of network infrastructure including switches, routers, firewalls, and wireless access points.
- Escalate complex infrastructure issues to specialist teams when required.
- Technical Support for Stores and Supporting Businesses:
- Providing onsite and remote support for IT-related concerns in the stores and other Supporting businesses overseas.
- Installing and troubleshooting for the Remote connectivity through VPN for users connecting from different parts of the world.
- Supporting Warehouses for troubleshooting inventory management devices such as Handheld Devices, Label printers to work efficiently.
- Installation and Management of Digital signages across the stores to provide enhanced customer experiences.
- Application Support
- Provides help to users experiencing issues with software applications and diagnoses and resolves technical problems.
- Ensures applications are up-to-date and running smoothly.
- Offers training sessions to help users understand and utilize applications effectively.
- Diagnoses and escalate the issues to concerned technical team to resolves if when required.
- Monitoring Security Operation Center
- Monitoring the Security Operation Center Email alerts around the clock and inform IT Security team on timely basis in case of critical events occurs.
- Project Support
- Responsible for Coordinate and supporting the company's Project Team in ongoing projects like new store, Warehouse, Existing store refurbishment, Store closure.
- Assist Preparation and installation of Network devices and infrastructure.
- Preparation and Configuration of Point of Sale Server, Point of Sale, Self Service Checkouts, PCs, Printers Department Scales and Handheld for new Store projects as per requirements.
- Site installation and configuration of all IT related Systems and ensure connectivity.
Qualifications
- Bachelor's degree in Computer Science, Information Technology or related field
- Atleast 3 years experience on the same role
- Preferably has background in retail, FMCG or related industry
