Executive - Work Place Technology

KEY RESPONSIBILITY
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 — sensor errors, connectivity failures, mis-punch corrections, and firmware issues.
•    Investigate IT-related customer complaints raised by store teams — payment processing failures, queue management errors, and connectivity-related service disruptions.
•    Deliver remote support via remote access tools; conduct on-site visits for hardware replacement, reconfiguration, or escalated POS issues that cannot be resolved remotely.
•    Log, triage, and manage all store support tickets within SLA; flag at-risk tickets proactively and maintain clear communication with store managers throughout resolution.
2. New Store IT Setup & Openings
•    Coordinate with the project and brand team ahead of new store openings to confirm IT asset lists, timeline milestones, network requirements, and site readiness.
•    Install all IT assets at new store locations — POS terminals, printers, scanners, cabling, and peripherals — and update the asset register upon completion.
•    Configure the full store network stack — routers, managed switches, wireless APs, and VLANs for POS, corporate, guest, and IoT 
traffic; validate LAN and WAN connectivity.
•    Configure the store firewall, establish VPN tunnels to Head Office, install and test billing software and mPOS devices end-to-end, and commission biometric machines.
•    Conduct a comprehensive pre-opening IT readiness review and sign off the store IT checklist before formally handing the site to store management.
3. Store Closure & IT Asset Management
•    Manage the full IT asset collection process for closing stores — de-install, catalogue, and reconcile all equipment including POS terminals, switches, APs, biometric machines, and peripherals against the asset register.
•    Clean, inspect, and securely pack all assets for transport to the central warehouse; 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 wipe on all devices, and archive configuration documentation.
•    Coordinate the IT closure workstream with the project team, HR, and ISP; track service tickets for each closure task and produce 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 where required.
•    Diagnose and resolve software issues — OS errors, Microsoft 365 faults, application crashes, licensing problems, and configuration errors; perform reinstallation or patching as required.
•    Process user access requests — create, modify, and revoke 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 multi-system issues that require physical presence.
•    Provide IT training and guidance on Microsoft 365, VPN usage, and password management; create how-to guides for recurring queries to reduce repeat ticket volumes.
5.  User Onboarding — IT Setup
•    Configure hardware for new employees — OS imaging, domain join, standard software installation, peripheral setup, and asset tagging; ensure the device is fully operational before Day 1.
•    Install and configure all role-appropriate software — Microsoft 365, business applications, VPN client, and communication tools; verify all software is licensed, activated, and correctly configured.
•    Register new employees in the biometric attendance and access control system — capture biometric data, assign employee ID, configure site-level access permissions, and confirm enrolment.
•    Conduct a 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 
Qualification & Certifications
•    Bachelor’s degree in computer science, Information Technology, Engineering, or a related technical discipline. 
•    Relevant professional certifications in infrastructure technologies are preferred.