IT Support

The Retail Store IT Support is responsible for delivering high-quality technical support to ensure smooth operations across all in-store technology and systems. This role includes troubleshooting hardware and software issues, managing POS systems, and supporting network connectivity, ultimately enhancing both employee and customer experiences within the retail environment.

Technical Support and Troubleshooting

• Provide prompt on-site support for store technology, including POS systems, kiosks, handheld devices, printers, and inventory management software.

• Diagnose and resolve technical issues to minimize downtime, ensuring that all systems function optimally.

• Support network connectivity within stores, handling Wi-Fi, VPN, and general connectivity troubleshooting.

Maintenance and System Updates

• Perform regular maintenance of in-store hardware and software to keep systems up-to-date and running efficiently.

• Assist with software updates, patches, and version upgrades for POS and other store-specific applications.

• Ensure store technology is operational, coordinating repairs and replacements as needed.

Incident Management and Documentation

• Log and manage support tickets, document resolutions, and escalate complex issues to higher-level IT support when necessary.

• Track recurring issues, identify trends, and create documentation for frequently encountered problems and their solutions.

Data Security and Compliance

• Enforce IT security protocols, ensuring all systems comply with company policies and industry standards.

• Educate store staff on IT security best practices to protect sensitive customer and business data.

Collaboration and Communication

• Work closely with head office IT teams to address cross-store issues and ensure consistent IT support across all retail locations.

• Communicate clearly with store staff to explain technical solutions and gather feedback to improve IT support processes.