IT Support

The Retail Store IT Support Specialist 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.

1. Technical Support and Troubleshooting

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

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

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

2. Maintenance and System Updates

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

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

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

3. Incident Management and Documentation

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

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

4. Data Security and Compliance

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

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

5. Collaboration and Communication

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

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

Key Result Areas (KRAs)

· Technical Support and Issue Resolution

o Goal: Minimize store downtime by providing rapid and effective resolution of IT-related issues.

o Measures of Success:

§ Average response and resolution time for support tickets.

§ Percentage of issues resolved on the first contact.

§ Positive feedback from store staff on the support experience.

· System Uptime and Reliability

o Goal: Ensure all in-store systems, including POS, inventory, and communication devices, are fully operational during business hours.

o Measures of Success:

§ System uptime percentage for critical store systems.

§ Frequency and duration of unscheduled system downtimes.

§ Regular completion of preventive maintenance checks.

· Documentation and Incident Management

o Goal: Maintain accurate documentation for recurring issues and standard operating procedures to improve incident handling efficiency.

o Measures of Success:

§ Accuracy and completeness of support documentation.

§ Reduction in repeated incidents through documented preventive actions.

§ Consistency in incident tracking and resolution logging.

· IT Security Compliance

o Goal: Enforce IT security protocols to protect store and customer data and ensure compliance with company and regulatory standards.

o Measures of Success:

§ Compliance rate with IT security audits.

§ Reduction in security incidents or breaches within store systems.

§ Store staff adherence to security protocols.

· Collaboration and Communication

o Goal: Facilitate effective communication between IT and store operations teams, ensuring that IT needs align with operational goals.

o Measures of Success:

§ Positive feedback from store and head office teams regarding IT collaboration.

§ Successful cross-functional initiatives completed with minimal disruption.

§ Improved understanding and coordination between IT and store operations.

· Continuous Improvement

o Goal: Proactively identify opportunities to enhance IT support processes, reduce costs, and improve service levels.

o Measures of Success:

§ Implementation of process improvements based on feedback and analysis.

§ Reduction in support costs through efficient resource use and system optimizations.

§ Increase in overall satisfaction scores for store IT support.

QUALIFICATIONS:

· Education: Associate or bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).

· Experience: 1-3 years of IT support experience, ideally in a retail or customer service environment.

Technical Skills: Proficient in troubleshooting POS systems, Windows, networking basics, hardware, and remote support tools.