IT Support Specialist

The IT Specialist role is responsible for the end-to-end management of IT infrastructure, hardware assets, and end-user support across the organization. This role covers user onboarding and offboarding, IT asset lifecycle management, networking, peripheral and consumables management, retail IT systems, and first-line/intermediate troubleshooting. The role requires close coordination with vendors and internal teams to ensure reliable, secure, and efficient IT operations across all outlets and departments.

Key Responsibilities

1. User Onboarding & Offboarding

• Set up laptops, email accounts (Microsoft 365), and user profiles for new employees
• Arrange SIM cards, accessories (keyboard, mouse, monitor), and landline extensions
• Configure HR mobile app and other standard applications on user devices
• Manage user accounts and permissions via Active Directory / Microsoft Entra ID
• Support workplace setup and user relocation/shifting requirements
• Ensure a smooth offboarding process including account deactivation and asset retrieval

2. IT Asset Management

• Maintain a comprehensive and up-to-date IT asset register covering all IT-related assets
• Assets include but not limited to laptops, desktops, monitors, network devices, printers, POS machines, UPS units, servers, storage devices, switches, sound systems, IP cameras, display screens, televisions, weighing scales, and all IT accessories
• Tag and record all assets with barcodes
• Track asset lifecycle from procurement to retirement, including repair history
• Follow up on IT purchases and ensure records are updated accurately

3. End-User IT Support

• Provide first-line support for daily IT issues including hardware, connectivity, and peripheral problems
• Troubleshoot Wi-Fi and network connectivity issues for users across all locations
• Support application connectivity issues
• Assist users with Microsoft 365 applications including SharePoint, OneDrive, and email
• Configure and support the HR mobile application for staff
• Handle any retail IT support requests from store and operations teams

4. Hardware & Peripheral Management

• Install, configure, and maintain laptops, desktops, printers, POS machines, and user devices
• Manage printers, copiers, and associated consumables (toner, paper, drums)
• Oversee maintenance and uptime of display screens and televisions at all outlets
• Ensure network-connected weighing scales are operational and support price replication
• Coordinate repair of all IT assets; liaise with vendors for warranty and out-of-warranty repairs

5. Networking & Infrastructure Support

• Perform basic to intermediate network troubleshooting (TCP/IP, DNS, DHCP, VPN, switches, firewalls)
• Monitor and maintain switches, routers, access points, and other network hardware
• Follow up with ISPs for internet-related issues and service continuity
• Provide intermediate-level support for servers, UPS, and storage devices
• Escalate complex infrastructure issues to relevant vendors or senior IT resources after initial troubleshooting

6. Security, Surveillance & Audio-Visual Systems

• Ensure full-time uptime of IP camera systems across all locations
• Manage and maintain sound systems and display/signage screens in all outlets
• Ensure consistent video playback on outlet display screens
• Perform antivirus updates, patch management, and basic endpoint security tasks

7. Software, Systems & Accounts Administration

• Install, configure, and maintain operating systems and standard software on user devices
• Manage Microsoft 365 user accounts, licenses, SharePoint, and OneDrive
• Support email setup, configuration, and troubleshooting
• Manage mobile accounts including SIM services, call forwarding, and related configurations
• Perform routine system health checks, backups, and software updates
• Manage barcode registration on the GS1 portal

8. Consumables Management

• Track and maintain adeq