First Line IT Support Officer

What You'll Be Doing

• 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.

What We're Looking For

• Experience supporting Windows environments.
• Familiarity with MacOS, iOS, and Android devices
• Fluent in English
• 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
• Valid driving license 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
• Willingness to work overtime when needed
• 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 Offer

• Competitive remuneration package based on experience.
• Ongoing training and development
• A supportive team environment, learning across a mix of retail technology, networking, and custom systems