IT Support Specialist #4230 (Vendor)

Position Summary:

• Responsible for providing technical assistance and support to end-users within the organization.  This role involves troubleshooting hardware and software issues, resolving network problems, and ensuring the smooth operation of IT systems.
• The specialist should have experience in Office 365 and Domain administration, as well as knowledge of Cloud Platforms, primarily AWS and Azure.
•  Additionally, the Specialist will support store openings, closings, and relocations, especially considering that stores are located in different markets.  The candidate must also have knowledge of Zscaler and FortiGate.
• This role will also involve setting up POS hardware, specifically on HP POS systems.

Key Responsibilities:

• Assist the ASIA IT in-charge to ensure optimal availability and security of all IT infrastructures for office and retail shops in the region
• Provide first-level technical support to users via phone, email, and in-person.
• Diagnose and resolve hardware and software issues, including operating systems, applications, and peripherals and troubleshoot POS hardware issues in collaboration with vendors.
• Install, configure, and maintain computer systems and software, which also includes setting up and configuring HP POS hardware to ensure proper installation and functionality.
• Manage user domain accounts and permissions, including creating, modifying, and deleting accounts as needed.
• Troubleshoot network connectivity issues and collaborate with network administrators to resolve problems while also monitoring network traffic through Zscaler and FortiGate for security threats and take appropriate measures.
• Assist in the deployment and maintenance of new IT systems and upgrades.
• Provide training and support to end-users on IT systems and software usage and document technical issues and solutions for future reference.
• Monitor and maintain IT inventory and ensure proper asset management.
• Administer and troubleshoot Office 365 applications and services like Exchange Online, SharePoint Online, and Teams.
• Ensure compliance with security policies and best practices for Office 365 and domain administration.
• Assist in the management and troubleshooting of cloud resources on AWS and Azure and monitor cloud services for performance and availability.
• Collaborate with development teams to deploy applications if necessary.
• Support store openings in different markets by setting up IT infrastructure such as computers, printers, network connections, and POS systems. adapting the setup to local market requirements and regulations.
• Assist in store closings in various markets by ensuring proper data backup and equipment decommissioning, following local procedures.
• Support store relocations across different markets by coordinating the transfer of IT equipment and ensuring seamless connectivity at the new location, considering market-specific challenges.
• Coordinate with local IT providers or teams in different markets as needed to ensure smooth IT operations.
• Manage and troubleshoot Zscaler and FortiGate security solutions. Ensure proper configuration and compliance.

Qualifications and Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in IT support or a similar role.
• At least 3 years relevant working experience in retail industry
• Knowledge of Office 365 and Domain administration.
• Familiarity with AWS and Azure Cloud platforms.
• Understanding of network concepts and troubleshooting.
• Hands-on experience with Windows server (DHCP, File Server, Print Server), Mac OS, Active Directory, Office 365 and Networking, Wireless LAN Controller & AirWatch.
• Knowledge of Zscaler and FortiGate Security solutions.
• Experience in setting up and configuring POS hardware.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Good communication skills with Cantonese & English (Mandarin is a plus)
• Willingness to travel to different store locations as needed.