Job Objectives
Incident Management of End-User and Store Devices:

• Effectively manage and resolve reported incidents within agreed-upon Service Level Agreements (SLA).
• Understand and adhere to user authority levels and corresponding SLAs (e.g., immediate assistance for executives; up to 4 hours for general users).
• Provide second-line telephonic and remote support by accessing endpoint devices directly.
• Physically visit sites to troubleshoot and resolve user issues as necessary, ensuring quality of service delivery.
• Take ownership of problems, progressing towards resolution and providing advice or training to users about system functionality.

Setup, Configuration, and Installation of Endpoint Devices:

• Responsible for the installation and configuration of new endpoint devices (e.g., desktops, POS systems).
• Reload software as needed on PCs and store endpoint devices while ensuring data integrity and security.
• Install and configure peripherals such as printers, adhering to established installation standards.

Vendor and Infrastructure Management:

• Liaise and manage third-party vendors for installations and maintenance, ensuring compliance with established standards.
• Assist with servicing endpoint devices and peripherals as part of ongoing support and installation projects.

New Store Opening Process:

• Engage with stakeholders to understand business requirements for new site layouts and assist in planning installations of third-party services.
• Manage communications regarding site installations and escalate issues as necessary.
• Ensure the installation and configuration of store endpoint devices and coordinate vendor support for Voice, Data, and wireless installations.

Qualifications

• Degree/Diploma in IT, Software Development, Information Systems, Systems Support, or related field (essential).
• A+, N+, or MCSE certification or relevant industry qualification (essential).

Experience

• +3 years of experience in an IT Field Support role or equivalent, with a strong focus on retail environments (essential).
• Solid technical knowledge and experience with systemic problem analysis and resolution practices (essential)