nd‑User & Store Support
- Provide remote IT support via phone, chat, email, and ticketing tools
- Support store users with POS systems, back‑office PCs, kiosks, handheld devices, and peripherals
- Support corporate users with laptops, desktops, mobile devices, and collaboration tools
- Troubleshoot hardware, software, OS, connectivity, and application issues
Retail Technology Support
- Support and troubleshoot:
- POS systems and retail applications
- Receipt printers, barcode scanners, cash drawers, payment terminals
- Store network connectivity (LAN, Wi‑Fi, VPN)
- Coordinate with field services for hardware replacements and touch support troubleshooting
- Minimize store downtime and business impact
Corporate EUC Support
- Provide support for:
- Windows and/or macOS devices
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- VPN, MFA, and secure remote access
- Printers, docks, monitors, and other peripherals
- Support mobile devices (iOS/Android) and MDM solut ions
Incident & Request Management
- Log, track, and resolve incidents using ITSM tools (ServiceNow)
- Prioritize incidents based on business impact (store vs corporate criticality)
- Meet SLAs and escalation timelines
Endpoint & Access Management
- Perform user account administration (Active Directory)
- Support device provisioning, imaging, and remote configuration
- Assist with endpoint management tools (Intune, SCCM, JAMF – preferred)
Security & Compliance
- Follow IT security policies and retail compliance standards
- Support endpoint protection, patching, and access controls
- Ensure secure handling of store and corporate systems
Documentation & Knowledge Management
- Document troubleshooting steps and resolutions
- Create and maintain knowledge base articles and SOPs
Required Skills & Qualifications
Technical Skills
- Strong experience with Windows 10/11; macOS knowledge a plus
- Experience providing remote EUC or Service Desk support
- Familiarity with :
- Active Directory & Azure AD
- Microsoft 365
- VPNs & basic networking (DNS, DHCP, TCP/IP)
- Retail IT experience (POS, scanners, receipt printers) preferred
- Experience with endpoint management tools (Intune, SCCM, JAMF)
Associate should be flexible to work in 24X7 environment as per the shift roster including Weekend.
