IT Support Specialist

About the role

This role is the first line for the application side of LS Central retail systems support. You take the ticket, work out whether the problem is data, configuration, a failed job or something broken, and either fix it or hand it to the IT Engineer with the diagnosis already done. You will open the record, check the job queue, run the query, and write down what you found.

Key responsibilities

• Take ownership of incoming Thailand tickets from the moment they hit the queue: acknowledge, classify, and set the requester's expectation on what happens next
• Investigate retail application faults across pricing, promotions and offers, item and barcode setup, member and loyalty records, statements and end-of-day posting, and replication between head office and stores
• Check whether the data is right before you assume the software is wrong
• Read the job queue and the replication logs. Work out whether a job failed, ran late, or ran fine and had nothing to send. Re-run what is safe to re-run
• Query the head office and store databases read-only to establish facts
• Use PowerShell to check services and logs on the head office and store servers, and to run the same check across a list of stores instead of one at a time
• Escalate to the IT Engineer with your findings attached in the required format
• Spot patterns across brands and countries and identify process problems
• Keep the runbooks current. When you solve something new, write it down so the next person does not start from zero

About you

• Understand how a retail business actually works: prices, promotions, stock, returns, cash-up
• Working PowerShell: able to read a script someone else wrote and understand what it does, run it against a list of servers, change a variable safely, and use the common cmdlets for services, event logs and remote sessions
• Working SQL: SELECT, WHERE, JOIN, GROUP BY, and enough patience to trace a record across two or three tables. Able to open SQL Server Management Studio, find the right table, and answer a factual question about the data
• Comfortable on Windows Server: services, event logs, scheduled tasks, remote desktop
• Written English good enough that an engineer or a vendor consultant in another country can read your ticket notes and act on them without a phone call
• Thai for talking to stores and to the local business teams
• Resourceful and able to get somewhere with documentation, log access, a database and a search bar before asking for help

Benefits

• Non-standard week available if you want one: Saturday and Sunday and take Monday and Friday off, or Tuesday-to-Saturday or Sunday-to-Thursday week on the same hours, pay and leave entitlement as a standard week