IT System Support Engineer

Primary Responsibility

A proactive and detail-oriented IT Support Assistant / Executive responsible for delivering reliable Level 1 and Level 2 IT support to office and retail users. The role ensures smooth day-to-day IT operations across multiple locations by supporting end users, maintaining IT infrastructure, and supporting business systems including ERP, POS, and eCommerce platforms. Strong troubleshooting skills, professionalism, and a service-oriented mindset are essential to ensure business continuity and productivity.

Areas of Responsibility

1. IT Support & End-User Services

• Provide Level 1 and Level 2 IT support for office and retail users (onsite and remote).

• Troubleshoot hardware, software, application, POS, and network-related issues.

• Manage IT helpdesk tickets, prioritize incidents, and ensure timely resolution.

• Support new user onboarding and offboarding including system access, email setup, and device configuration.

• Provide basic user training and IT guidance to improve system adaptation.

2. POS Systems & Retail Technology Support

• Provide day-to-day support for POS systems across retail stores.

• Troubleshoot POS hardware such as terminals, scanners, receipt printers, and payment devices.

• Support POS software issues including transactions, item setup, pricing, and store connectivity.

• Coordinate with vendors and internal teams to resolve POS outages and critical store incidents.

• Assist with POS rollout, upgrades, patches, and store opening or relocation activities.

3. Systems, Infrastructure & Security

• Assist in managing servers, networks, and IT infrastructure.

• Monitor system performance, backups, and recovery processes.

• Support IT security policies, endpoint protection, and access controls.

• Assist with OS updates, software patching, and hardware refresh cycles.

• Identify and escalate potential system or security risks.

4. IT Operations & Administration

• Coordinate with vendors for IT services, procurement, and maintenance.

• Maintain IT inventory, asset registers, and license tracking.

• Prepare and maintain IT documentation, SOPs, and user guides.

• Support store setups, relocations, and infrastructure deployment.

5. Business Systems & Applications

• Provide frontline support for ERP, POS, and eCommerce platforms.

• Assist users with system usage, troubleshooting, and basic training.

• Work closely with operations and finance teams to support business processes.

• Escalate application issues with clear documentation and impact analysis.

What We're Looking For

• Experience providing IT support to end users in office or retail environments.

• Basic knowledge of hardware, operating systems, applications, and networking.

• Experience supporting POS systems is highly preferred.

• Good communication, documentation, and problem-solving skills.

• Willingness to learn new technologies and support multi-site operations.