Retail System Support Analyst - Assistant Manager

Job Description

System Maintenance & Troubleshooting: Provide Tier 1 and Tier 2 technical support for hardware and software issues across all retail locations (POS systems, receipt printers, barcode scanners, payment terminals, and back-office computers).

Incident Management: Log, track, and resolve IT support tickets efficiently, ensuring strict adherence to established Service Level Agreements (SLAs).

System Deployment & Upgrades: Assist in configuring, testing, and deploying new retail hardware and software updates, patches, and system enhancements.

Inventory & Data Integrity: Monitor and troubleshoot data sync issues between the store POS, Inventory Management Systems (IMS), and Enterprise Resource Planning (ERP) platforms

User Training: Create user-friendly documentation and conduct training sessions for store managers and associates on how to use retail technologies effectively.

Vendor Coordination: Escalate complex hardware or network connectivity issues to third-party vendors (e.g., internet providers, payment processors) and follow up until resolution.

• Job Requirements
• Bachelor degree holder from Computer Science
• Minimum 5 years experience in the same field
• Experience in Operating systems such as: Microsoft Windows, macOS, Linux
• Troubleshooting hardware and software issues
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPNs)
• Experience with ticketing systems and help desk tools
• User account administration and permissions management
• Familiarity with cloud platforms and business applications