Executive - Work Place Technology

About the Role
This role involves providing comprehensive IT support to retail and food & beverage stores, ensuring the seamless operation of systems, and setting up IT infrastructure for new store openings. You will diagnose and resolve technical issues, manage IT asset lifecycles, and facilitate user onboarding processes.

Key Responsibilities

1. Store IT Support
   • Diagnose and resolve POS, billing software, and network issues at retail and F&B stores, including application errors, WAN/LAN faults, Wi-Fi drops, and VPN instability.
   • Troubleshoot and resolve biometric attendance and access control machine faults, such as sensor errors, connectivity failures, mis-punch corrections, and firmware issues.
   • Investigate IT-related customer complaints raised by store teams, including payment processing failures, queue management errors, and connectivity-related service disruptions.
   • Deliver remote support via remote access tools and conduct on-site visits for hardware replacement, reconfiguration, or escalated POS issues.
   • Log, triage, and manage all store support tickets within SLA, flagging at-risk tickets proactively and maintaining communication with store managers throughout the resolution process.
2. New Store IT Setup & Openings
   • Coordinate with the project and brand team for new store openings to confirm IT asset lists, timeline milestones, network requirements, and site readiness.
   • Install all IT assets at new store locations, including POS terminals, printers, scanners, cabling, and peripherals, and update the asset register upon completion.
   • Configure the full store network stack, including routers, managed switches, wireless APs, and VLANs for POS, corporate, guest, and IoT traffic, and validate LAN and WAN connectivity.
   • Configure the store firewall, establish VPN tunnels to Head Office, and install and test billing software and mPOS devices end-to-end.
   • Conduct a comprehensive pre-opening IT readiness review and sign off the store IT checklist before handing over the site to store management.
3. Store Closure & IT Asset Management
   • Manage the full IT asset collection process for closing stores, including de-installation, cataloging, and reconciliation of all equipment against the asset register.
   • Clean, inspect, and securely pack all assets for transport to the central warehouse, and update the asset register with condition and storage location.
   • Decommission all systems at closing stores, revoke user credentials, terminate network and ISP access, perform data wipes on devices, and archive configuration documentation.
   • Coordinate the IT closure workstream with the project team, HR, and ISP, tracking service tickets for each closure task and producing a completion report confirming full recovery and decommissioning.
4. User Hardware & Software Support
   • Diagnose and resolve hardware faults across laptops, desktops, monitors, printers, scanners, and peripherals for Head Office and store users; coordinate warranty repairs or vendor RMA as needed.
   • Diagnose and resolve software issues, including OS errors, Microsoft 365 faults, application crashes, licensing problems, and configuration errors; perform reinstallation or patching as required.
   • Process user access requests by creating, modifying, and revoking Active Directory accounts, shared mailbox permissions, application access, and network drive assignments.
   • Deliver remote support via remote desktop tools; conduct on-site visits for hardware replacements, device swaps, or complex issues that require physical presence.
   • Provide IT training and guidance on Microsoft 365, VPN usage, and password management, creating how-to guides to reduce repeat ticket volumes.
5. User Onboarding — IT Setup
   • Configure hardware for new employees, including OS imaging, domain joining, standard software installation, peripheral setup, and asset tagging, ensuring the device is operational before Day 1.
   • Install and configure all role-appropriate software, including Microsoft 365, business applications, VPN client, and communication tools; verify all software is licensed, activated, and configured.
   • Register new employees in the biometric attendance and access control system, capturing biometric data, assigning employee IDs, configuring site-level access permissions, and confirming enrollment.
   • Conduct structured IT orientation with each new joiner covering device usage, Microsoft 365, VPN access, password policy, acceptable use, and helpdesk contact procedures.
   • Issue all IT assets on the joining date, record issued items in the asset management system, and complete the IT onboarding process.
     Qualifications & Certifications

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related technical discipline.
• Relevant professional certifications in infrastructure technologies are preferred.