Information Technology Technician

Role Summary:

The IT Technician (L1 Support) will be responsible for providing first-level technical support for retail store systems, including POS systems, store servers, payment terminals, and end-user devices. The role ensures the continuous operation of store technology by resolving incidents, supporting store staff, and escalating issues when required.

The technician will operate through the ITSM ticketing system, ensuring all incidents, service requests, and problems are properly logged, tracked, and resolved within agreed SLAs. This role is critical in supporting daily store operations and minimizing downtime across retail locations.

Key Responsibilities:

• L1 IT Support for Retail Stores:

Provide first-line (L1) technical support for store IT systems and POS environments.

Receive, log, and manage incidents and service requests through the ITSM ticketing system.

Troubleshoot and resolve common technical issues related to POS systems, payment devices, printers, and store workstations.

Escalate complex incidents to L2/L3 teams when necessary.

• POS Systems Support:

Support daily operations of POS terminals and retail applications.

Troubleshoot issues related to POS transactions, receipt printing, barcode scanning, and device connectivity.

Ensure POS systems are properly connected to backend systems such as ERP and central servers.

• Payment Device Support:

Provide support for EFT / payment terminals integrated with POS systems.

Troubleshoot issues related to card transactions, payment connectivity, and terminal communication.

Coordinate with payment providers or banks when required.

• Store IT Infrastructure Support:

Assist with the installation, configuration, and maintenance of store IT equipment including POS devices, printers, scanners, and handheld devices.

Troubleshoot basic network connectivity issues (LAN, Wi-Fi, switches, and routers) within store environments.

Ensure store systems remain connected to central systems and data services.

• Incident & Request Management:

Ensure all support requests are properly logged, categorized, and tracked within the ITSM system.

Follow defined SLA response and resolution times.

Provide timely updates to users regarding the status of their requests.

• Monitoring & Preventive Support:

Perform routine checks to ensure store systems and POS devices are functioning properly.

Monitor alerts related to store infrastructure and escalate issues proactively.

Support preventive maintenance activities to minimize operational disruptions.

• Documentation & Knowledge Management:

Document troubleshooting steps, solutions, and system configurations.

Maintain updated knowledge base articles for recurring issues.

Contribute to improving support processes and operational procedures.

• Collaboration & Communication:

Work closely with store managers and operational teams to resolve store-related IT issues.

Coordinate with POS support teams, infrastructure teams, and external vendors when needed.

Provide basic guidance and support to store staff on system usage.

Required Qualifications & Skills:

• Educational Background:

Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field.

• Experience:

1–3 years of experience in IT support, preferably in retail or POS environments.

Experience handling L1 support operations and ticketing systems.

• Technical Skills:

Knowledge of POS systems and retail technology environments.

Experience supporting POS hardware (printers, barcode scanners, payment terminals, Handheld, PPCs).

Basic troubleshooting of Windows operating systems and endpoint devices.

Familiarity with network troubleshooting (LAN, Wi-Fi, switches).

Experience working with ITSM ticketing systems (ServiceNow, Ivanti, Jira, Fresh service, etc.).

• Soft Skills:

Strong troubleshooting and problem-solving skills.

Ability to work in fast-paced retail environments.

Good communication skills when interacting with store staff and IT teams.

Ability to prioritize incidents and manage multiple requests.

Preferred Qualifications:

Experience supporting Retail POS systems (Retail Pro, GK POS, Oracle Retail, or similar).

Experience working in multi-store retail environments.

Basic understanding of ERP integrations (SAP or similar).

Familiarity with ITIL processes and service management practices.