The Junior Manager IT is responsible to provide help desk support to end users at Puma GCC/Retail stores. The IT function should be responsible for the maintenance of assets, coordinating with vendors, procurements of systems & accessories, configuring of the laptops & mobiles, asset management in Matrix42 and A&S, lead stock taking, sales polling from the stores, prompt update on data in SAP & BI systems, troubleshooting applications/hardware/software, supporting users for applications, user management & onboarding, managing access control, completing the project sub-tasks, etc.

Responsibilities:

• Support users for applications (Outlook, Teams, Excel etc.) and other systems, troubleshooting software and hardware issues including Printers, barcode scanners, and telephone systems
• Ensure smooth running of systems in the main office, warehouse & retail, ability to effectively prioritize & executive several issues/tasks at one time, and ensure all issues are properly logged
• Place new asset requests via PSP/Dell Portal and coordinate with vendors, accounts for the purchase of laptops and all IT-related devices/systems
• Setup and management of new laptops via Matrix42 and PSP platform
• Document the technical knowledge and every process in the form of notes and manuals
• Update IT-related files (purchase, payment, inventory, users, etc.)
• Perform periodic checks for laptops and other systems and send the report
• Perform quarterly updates (drivers, firmware, etc.) for laptops and other systems
• First point of contact for retail stores for technical support and issues related to services, software, hardware, networking and responsible for troubleshooting
• Analyze the store systems for health, upgrade drivers and firmware and send the report
• Responsible for complete setup and installation of RetailPro/PRISM including printer, label printer, network devices, scanners, etc.
• Support for new store setup projects for all aspects including ordering, coordinating with vendors, and procurement of hardware such as POS, Desktop, CCTV, Security, Footfall counting, music systems, etc.
• Responsible for sales polling from the store and update to RetailPro server, IRR & SAP, and sending daily traffic data to local/global team
• Responsible for onboarding new users, handing over the devices, providing initial IT training, handle user access management for door access, AD, RetailPro, and SAP.
• Lead Stocktaking for warehouse and retail stores including data download and compilation
• Respond to all support mails from all entities within 12 hours, and where possible provide updates every 12 hours.

• Professional qualification in Information Technology in Applications, Hardware & Networking with a minimum of 3 years’ experience (2 years first line desktop support, 1 year server/networking and Retail Support)
• Working knowledge of data & voice networks, RetailPro/PRISM, Servers, Network environment, switch&firewall, barcode scanners, printers & AV systems, CCTV Systems, etc.
• Proficiency in Office applications such as Outlook, Teams and sound knowledge of Excel
• Ability to work in teams and under pressure
• Proactive and strong problem-solving skills
• Strong interpersonal communication skills
• Problem solver and critical thinker
• Excellent verbal and writing skills