Job Description
KEY RESPONSIBILITIES
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- Independently troubleshoot and resolve onsite IT incidents and service requests.n
- Provide professional, responsive, and high-quality VIP user support .n
- Deliver end-to-end support for Digital Bar / Walk-in Centres , including quick fixes and device swaps.n
- Support Boutique IT environments and applications .n
- Provide hands-on support for POS systems, barcode scanners, payment peripherals , and related equipment.n
- Provide meeting room and AV support , including Microsoft Teams, Zoom, and other vendor equipment.n
- Act as a hands-and-eyes support for server and network teams when required.n
- Manage printer and MFP support , including coordination with remote support teams and external vendors.n
- Support PC refresh and hardware replacement activities , including:n
- Device staging and testingn
- Device deployment and replacementn
- Planning and end-user communicationn
- Data migration support, where applicablen
- Decommissioning and return of old devicesn




- Maintain accurate CMDB and IT asset records during device moves, changes, and refresh activities.n
- Maintain and manage local IT stock and inventory .n
- Record tickets for all activities performed during routine onsite support operations.n
- Ensure incidents and service requests are handled in accordance with agreed SLAs and KPIs .n
- Promote remote resolution where possible to reduce unnecessary onsite dispatches.n
- Educate users on available self-help options and remote support tools.n
- Identify opportunities for automation and process optimization .n
- Collaborate with relevant IT teams to automate recurring onsite support activities, including device management, printing, meeting room support, and server support.n
- Support local IT projects, initiatives, and infrastructure activities.n
- Handle technical escalations and coordinate with relevant support teams.n
- Conduct end-user training and recent-user induction sessions .n
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