Technical Support & Helpdesk
Provide technical support to users regarding DRS system, POS application, server, and network issues.
- Handle trouble tickets according to priority and defined response times.
- Conduct initial analysis (first-level troubleshooting) to identify the source of technical problems.
- Provide system/application usage guidance to end-users.
- Document all incidents and solutions in the helpdesk system.
System Administration & Maintenance
Regularly monitor the performance of DRS servers, databases, and networks.
- Perform preventative maintenance to prevent system downtime.
- Perform patch updates and regular data backups according to IT security procedures.
- Manage user accounts, access control, and system configurations according to authorization.
- Prepare monthly system performance and incident reports for superiors.
Implementation & Deployment Support
Support the implementation of new systems or upgrades to DRS applications at branch locations or retail stores.
- Perform software installation, device configuration, and system integration according to project requirements.
- Conduct system testing and verification before go-live.
- Coordinate with vendors or developers during implementation and troubleshooting.
Network & Security Monitoring
Monitor network connections between DRS, POS, and data center systems.
- Work closely with the network team to maintain connection stability and security.
- Handle network alerts or anomalies that impact operational systems.
- Ensure the implementation of data security and user access standards in accordance with IT policies.
Reporting & Documentation
Produce daily/weekly reports on incidents, downtime, and system status.
- Maintain technical documentation (SOPs, configurations, installation guides, and recovery plans).
- Provide recommendations for improvements to system performance and technical support processes.
- Education : Minimum Diploma/Bachelor's Degree in Informatics Engineering, Information Systems, or an IT-related field.
- Experience : Minimum 1–2 years in Helpdesk/System Support/IT Engineering.
- Experience in the Digital Retail/POS/Payment System industry is a plus.
Technical Skills :
Proficient in Windows & Linux operating systems.
- Understanding of basic networking (LAN/WAN, TCP/IP, VPN).
- Able to install software and troubleshoot hardware.
- Understanding of databases (MySQL, SQL Server) and POS systems.
Non-Technical Skills:
Communicative, analytical, and responsive to technical issues.
- Able to work in a team or independently, with shift or on-call systems.
- Meticulous, responsible, and results-oriented.