First Line IT Support Officer

🔍 Key Responsibilities

• Responding to and resolving first-line support tickets (hardware, software, network, and POS-related issues).
• Basic experience with Microsoft 365 (Outlook, Teams, Word/Excel) - installation, troubleshooting, and basic account issues.
• Providing remote and, when needed, on-site support across multiple retail locations.
• Troubleshooting Windows PCs/Laptops, POS terminals, printers, scanners, and general office equipment.
• Escalating more complex issues to the IT Administrator/senior team when needed.
• Assisting with new user setup (onboarding/Offboarding) and equipment handovers.
• Learning and supporting our in-house/custom retail software (full training provided).
• Participate in IT Team Projects & Security Initiatives (e.g., new site rollouts, hardware upgrades, system implementations).
• Keeping accurate records of issues and resolutions in our ticketing system.
• Following up with users to confirm issues are fully resolved.
• Manage UPS systems.

🎯 Candidate Profile

• Experience supporting Windows environments.
• Familiarity with MacOS, iOS, and Android devices.
• Fluent in English.
• Clean and valid Maltese driver's license.
• A positive attitude and always happy to help.
• Basic understanding of networking concepts (WiFi, LAN, printers, general troubleshooting).
• Strong communication skills - comfortable explaining technical issues to non-technical staff.
• A methodical, patient approach to troubleshooting.
• Willingness to travel between sites when required.
• Previous helpdesk/first-line support experience is a plus, but not essential - a strong willingness to learn matters most.
• Full training will be provided on our custom in-house software - no prior experience with it required.
• Documenting recurring issues, fixes, and step-by-step procedures for common tasks.
• Keeping accurate records of issues and resolutions in our ticketing system.
  
  

💡 What We’re Looking For

We are looking for someone who is:

• Proactive and solutions-oriented, with a strong sense of ownership.
• Comfortable working with autonomy and minimal supervision.
• Highly organised, detail-oriented, and reliable.
• Adaptable and resilient in a fast-moving operational environment.
• Motivated by the opportunity to build, improve, and make a tangible impact.

🌱 What we offer

• The opportunity to join a growing and ambitious organisation.
• A role with real responsibility and autonomy.
• A dynamic workplace where no two days are the same.