About the job
This role supports Store IT systems, service requests and IT incidents including IT hardware equipment, application systems and operations. This role works closely with store co-workers, super users, Service Office IT team and external IT vendors to ensure high availability, stability, and security of IT system to support store activities and operations.
Your assignment
- Perform day-to-day IT operations and support activities in the store to ensure that IT systems perform with high availability, performance, and security
- Investigate, trouble-shoot, follow up and communicate with store users on their IT support incidents and service requests with resolution, closure, work-around and escalation
- Perform Store IT support according to IT policies, standards, and SOPs
- Support IT audit, compliance, and security reviews and assessments
- Support implementation of local Store IT project activities within planned scope, schedule, and budgets
- Support Store super users in testing, training, implementation, and upgrade of Store IT systems including associated technical documentation
- Support and coordinate with Service Office IT in system security patches and anti-virus updates on Store IT systems on a needs basis
- Maintain inventory records of hardware, software license and support contracts
- Support IT hardware, software, license and subscription compliance through physical checks and tools (Service Desk and SCCM)
- Coordinate on-site work with authorised vendors during rebuild, relocations or repairs
- Support Service Office IT and Store BN in IT budget preparation and contract renewal of Store IT hardware, software licenses, application support, subscription & other IT services procurement with due diligence
- Support system & data backup, recovery procedures to ensure effective and timely recovery of business data & IT services in the event of an emergency or disaster situation
- Provide standby weekend & after office support if required or rostered
Your profile
Motivation:
- Passionate about IT solutions and trends in the retail industry
- Possesses teamwork and service-oriented mindset
- Strong sense of achievement in driving IT operational support
Knowledge:
- At least a Diploma in IT Professional disciplines (Computer / Information Technology)
- Minimum 3 years of experience in IT support role
- Practical knowledge to support super users, system support and testing
- Practical experience in IT support including Service Desk, System monitoring, Backup & restore, Patching & Malware protection
- IT Support experience of IT systems in retail environment (Microsoft Navision, LS Retail, POS, CRM, SQL Database)
- Working knowledge of IT infrastructure, network and security technologies (Windows Servers, Active Directory, Azure, VMWARE, EMC Storage, CISCO Routers, Switches & WLAN, Firewall, SCCM and Azure Cloud)
- Familiar with store operations, e-commerce and retail business processes
Capabilities:
- Install and configure computer hardware, operating systems, servers, storage, networks, printers, and applications
- Maintain, monitor, troubleshoot and support computer systems and networks including POS, Printers, Scanners, Wi-Fi, MGF devices, Desktops, Laptops and Tablets
- Resolve IT support issues and service requests in a structured and timely manner
- Excellent teamwork and establish good working relationship with users and service providers
- Customer service mind-set, self-starter, process improvement orientation
- Able to work under time pressure with problem solving, priority driven, and business focused approach
- A technical, logical thought process with strong communication skills and has a good command of English
