The posting
About the Role
We are seeking a proactive POS & IT Support Specialist to manage and maintain POS systems across HQ and outlets, provide technical support, troubleshoot system issues, and coordinate system updates and integrations. The role also supports IT infrastructure, inventory and warehouse management systems, and ad hoc IT projects to ensure smooth daily operations.
Key Responsibilities
POS System Management & Maintenance
- Set up, configure and maintain POS software according to business needs, system requirements, and operational workflows
- Perform routine maintenance, system checks, troubleshooting, and issue resolution to ensure POS systems operate reliably.
- Manage price changes, menu updates, product configurations, and other system amendments based on authorised user requests.
- Maintain and update SKUs for new products, promotions, seasonal offerings, and other business requirements.
- Coordinate POS software upgrades, patches, system testing, and deployments.
Outlet & User Support
- Provide first-line and second-line technical support for POS hardware and software issues across outlets and HQ.
- Troubleshoot issues involving POS terminals, peripherals, printers, scanners, payment devices, and related systems, escalating complex issues when necessary.
- Provide timely technical support to outlet users and assist with system-related operational queries.
- Support POS operations during pop-up events, new outlet openings, promotions, and other business activities.
- Provide after-hours, weekend, or public holiday support when required to minimise business disruption.
System Integration & Vendor Management
- Liaise with software providers, hardware suppliers, and third-party vendors to resolve technical issues and coordinate system enhancements.
- Monitor and maintain API connectivity and data exchanges between outlet POS systems and HQ applications.
- Coordinate system integrations, user acceptance testing (UAT), deployment activities, and post-implementation checks.
- Ensure system configurations and integrations support business processes, data accuracy, and operational requirements.
IT Infrastructure & Business Applications
- Provide basic IT infrastructure support for HQ and outlets, including computers, printers, network connectivity, user accounts, and related IT equipment.
- Assist in maintaining inventory management and warehouse management systems to support stock control and fulfilment operations.
- Monitor system performance, identify recurring issues, and recommend improvements to enhance reliability and user experience.
- Maintain IT documentation, system configurations, troubleshooting records, and support procedures.
IT Projects & Continuous Improvement
- Support ad hoc IT projects from planning and requirements gathering through implementation, testing, deployment, and post-launch support.
- Work closely with operations, finance, merchandising, warehouse, and other departments to understand business requirements and translate them into system configurations or enhancements.
- Assist in evaluating new technologies, applications, and system improvements to improve operational efficiency.
- Provide user guidance, training, and basic documentation to facilitate system adoption and compliance with established procedures.
Qualifications and Requirements
- Diploma/Bachelor’s degree in computer science, Information Technology, Information Systems, or a related field.
- Experience in POS system support, retail or F&B technology, application support, or IT helpdesk operations is preferred.
- Familiarity with POS software, hardware peripherals, and basic troubleshooting procedures.
- Basic understanding of networking, databases, SQL, APIs, and system integrations.
- Experience supporting inventory management or warehouse management systems would be an advantage.
- Strong problem-solving, analytical, and troubleshooting skills.
- Good communication and interpersonal skills, with the ability to support both technical and non-technical users.
- Able to manage multiple tasks, prioritise issues, and work independently as well as within a team.
- Willingness to provide after-hours or weekends if necessary
- Experience in project management and system implementation.
- Strong vendor management and budgeting experience.
- Knowledge of IT governance, risk management, and business continuity planning.
- Available in short notice is an advantage.
Core Competencies
- Technical troubleshooting and problem-solving
- Customer service and user support
- Attention to detail and data accuracy
- Vendor and stakeholder coordination
- Project coordination and execution
- Time management and prioritisation
- Adaptability in a fast-paced operational environment
Perks and Benefits
- Company Culture: Our company values teamwork, collaboration, and a positive work environment. We celebrate diversity, inclusivity, and a sense of belonging, ensuring that you feel valued and appreciated as part of our family!
- Competitive Compensation: We offer a competitive salary package that will be commensurate with your experience and skills, ensuring that your hard work and dedication are rewarded.
- Career Growth Opportunities: We believe in fostering a culture of learning and development. You'll have access to ongoing training programs, workshops, and opportunities for career advancement within our company.
- Food & Beverage and Retail Discounts: As a valued member of our team, you'll enjoy generous discounts on our delectable offerings, allowing you to savour the flavours of our creations.
- Creative Environment: Our F&B company thrives on creativity, innovation, and fun. You'll be part of a fun dynamic team where your ideas are valued, and you'll have the freedom to express your creativity.
- Employee Recognition: We believe in acknowledging and celebrating the contributions of our team members. Outstanding performance and achievements will be recognized and rewarded through various employee recognition programs.
