IT SUPPORT SPECIALIST

Key ResponsibilitiesRetail Store Technology Support

• Install and maintain: Configure and support point-of-sale terminals, barcode scanners, receipt printers, cash drawers, payment readers, store computers, tablets, inventory terminals, and digital signage.
• Resolve incidents: Provide responsive remote and on-site troubleshooting for store systems, prioritizing business-critical issues and restoring service with minimal downtime.
• Support store networks: Troubleshoot routers, switches, wireless access points, staff and guest Wi-Fi, and basic connectivity issues involving TCP/IP, DNS, DHCP, and VLANs.
• Coordinate vendors: Work with software providers, hardware suppliers, telecommunications providers, and warranty partners to resolve specialist issues and track cases through completion.

Audio and Visual Support

• Maintain commercial audio: Set up, calibrate, inspect, and support background music systems, media players, amplifiers, speakers, audio processors, cabling, and zone volume controls.
• Troubleshoot signal issues: Diagnose signal interruptions, distortion, cabling faults, playback problems, and inconsistent sound output across store zones.
• Support meeting and event systems: Prepare and operate projectors, displays, wireless microphones, public-address equipment, and video conferencing systems for meetings and company events.

General IT Operations

• Provide end-user support: Assist office and store employees with laptops, desktops, mobile devices, operating systems, Microsoft 365, email, printers, and remote access tools.
• Manage IT assets: Maintain accurate records for devices, audio equipment, accessories, cables, spare parts, software licenses, assignments, repairs, and disposal status.
• Support onboarding: Prepare user accounts, permissions, workstations, devices, and required applications for new employees in accordance with approved access procedures.
• Deliver site projects: Support new store openings, relocations, refurbishment work, planned maintenance, and other ad hoc IT or audio-visual assignments.
• Document support work: Record incidents, resolutions, configurations, recurring problems, and handover notes so that support knowledge remains current and reusable.

Qualifications and Experience

• Education: Diploma or bachelor's degree in Information Technology, Computer Science, Audio or Sound Engineering, or a related discipline. Equivalent hands-on experience may be considered.
• Experience: One to three years of experience in IT technical support, desktop support, retail technology operations, or a comparable environment.
• Field exposure: Experience supporting retail outlets, commercial audio systems, event technology, or geographically distributed users is advantageous.

Technical and Professional Skills

• Retail technology: Practical knowledge of POS hardware, barcode scanners, receipt printers, payment devices, inventory terminals, and related peripherals.
• Networking: Working knowledge of TCP/IP, DNS, DHCP, VLANs, wireless access points, structured cabling, and basic router and switch configuration.
• Audio systems: Basic knowledge of XLR, RCA, 3.5 mm and speaker cabling, amplifiers, impedance considerations, signal flow, and audio playback hardware.
• Platforms and tools: Proficiency with Windows 10 and 11, macOS, iOS, Android, Microsoft 365, and remote support tools such as AnyDesk or TeamViewer.
• Troubleshooting: Strong diagnostic ability and a methodical approach to isolating faults, identifying root causes, and confirming that service has been restored.

Preferred Qualifications

• Retail systems: Previous support experience involving retail POS, store networks, payment hardware, digital signage, or inventory applications.
• Audio and visual systems: Hands-on experience with commercial sound systems, meeting room technology, or event audio and visual equipment.

Core Competencies

• Communicates technical instructions clearly to non-technical employees and provides calm, service-oriented support.
• Prioritizes urgent requests effectively, especially during peak retail hours, while keeping stakeholders informed.
• Works independently, follows issues through to closure, and escalates risks or recurring failures appropriately.
• Maintains accurate records and handles company equipment, access rights, and information responsibly.

Working Arrangements

• The role combines office-based support with travel to retail outlets and other company locations.
• Occasional after-hours or weekend support may be required for store openings, emergency outages, special events, or planned maintenance.
• The role involves light physical work, including mounting displays, routing audio or Ethernet cabling, and lifting equipment weighing up to 20 kg.

Job Types: Full-time, Permanent

Benefits:

• Opportunities for promotion
• Professional development

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• IT support: 1 year (Preferred)

Work Location: In person