The ideal candidate will be responsible for providing expert-level technical support and managing critical IT infrastructure within a 24/7 operational environment.

This role requires strong problem-solving skills, a customer-centric mindset, and the ability to operate effectively in a rotational shift schedule.

You will play a key role in ensuring system availability, driving incident resolution, and collaborating with cross-functional teams to maintain high standards of service delivery.

Key Responsibilities :

- Rotational Shift Operations : Work a flexible rotational shift schedule to provide continuous, 24/7 technical support.

This includes managing daily IT operations, responding to incidents, and ensuring system availability during all shifts, including nights, weekends, and holidays.

- Retail IT Experience (Highly Desirable) : Prior experience managing and supporting IT infrastructure in a retail environment, including Point of Sale (POS) systems, multiple store locations, and warehouse operations.

- Expert Issue Resolution : Serve as a point of escalation for complex IT issues, service requests, and technical problems.

You will be responsible for timely and effective resolution of incidents, maintaining agreed-upon SLAs and KPIs.

- Infrastructure Management : Oversee the day-to-day management and optimization of the IT infrastructure, including desktops, laptops, servers, network equipment, and other end-user devices.

- Collaboration : Collaborate with other IT departments (e.g., Systems, Network, Security) to streamline support processes, resolve cross-functional issues, and improve overall service delivery.

- Mentorship : Provide guidance and technical mentorship to junior IT support staff, assisting them with complex issues and helping to build their skills and confidence.

- Documentation : Create and maintain comprehensive documentation of IT processes, procedures, and resolutions to build a robust knowledge base for the entire team.

- Customer Satisfaction : Ensure a high level of end-user satisfaction by addressing user concerns, gathering feedback, and implementing improvements based on their input.

- IT Projects : Participate in and lead IT projects related to service desk enhancements, technology upgrades, and new system implementations.

Required Skills and Qualifications :

- Experience : A minimum of 5-8 years of experience in an IT support or technical support role, preferably within a rotational or 24/7 shift environment.

- Technical Proficiency : Demonstrated expertise in troubleshooting and resolving complex hardware and software issues.

- IT Tools : Proficient with IT service management tools like Jira, Slack, or similar platforms.

- Communication : Excellent verbal and written communication skills with the ability to convey technical information clearly to both technical and non-technical stakeholders.

- Problem-Solving : Strong analytical and problem-solving abilities, with the capacity to make informed decisions under pressure.

- Adaptability : The ability to work independently and effectively within a rotational shift schedule, including nights and weekends.

- Collaboration : A team player with the ability to work collaboratively across different departments to achieve organizational goals.

- Certifications : Relevant certifications such as ITIL, MCP, CompTIA A+, or similar are highly desirable.

- Education : A Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent experience.