POSITIONPURPOSE
- To assist with the support of critical Technology operational functions within the Aesop SEA offices and across all Aesop signature stores and counter stores within SEA.
- To keep software up to date and to ensure Aesop global software standards are maintained. To take a proactive role in the development of existing systems and new retail developments at both Head Office and Aesop Retail stores as guided by the global Technology function.
- To materially contribute to administrative efficiencies and the implementation of new processes as required. To work and manage external Technology vendors as required. To ensure assistance and interaction with Aesop staff is friendly and professional.
- To ensure Global Technology Standard is followed in SEA by periodical audit and review and provide rectification guidance.
- Assist in Global Technology projects in terms of regional resources alignment, country specific testing coordination, country roll out assistance and support.
- Be responsible for Technology regional procedure and standard testing, refinement and country rolling out follow up.
- To keep hardware and software up to date and to ensure Aesop global standards are maintained. To take a proactive role in the development of existing systems and new retail developments at both Regional Office and Aesop Retail stores as guided by the global Technology function.
- Work closely with IT and business users to support the preparation and completion of project deliverables with high level of quality.
Main Responsibilities
User Support
- Deliver friendly, courteous, patient, timely and outstanding service to all Aesop staff.
- Maintain status records of support tasks undertaken via the centralised helpdesk system.
- On occasion be available to accept and action requests made via email or mobile outside of normal business hours.
- Be available to work flexible hours on occasion as directed by business needs.
- Assist the Technology Regional Team and other Technology team members to -
- Provide Technology support for all staff in SEA. Troubleshoot user issues & problems
- Procure and install systems and equipment for new office staff and at new retail locations.
- Ensure the security and integrity of regional office and retail Technology systems and data.
- Maintain building access and security processes for staff
- Adhere to global Aesop Technology standards, procedures and governance
- Monitor and enforce global Aesop Technology security and access policies within the organisation
- Facilitate strong communication between the Aesop SEA offices and retail locations establishing relationships with key staff.
- Work on-site at Aesop Retail store locations as required.
- Log in remotely to distributed locations to perform support duties
Staff Training
- Develop and deliver training for Technology systems to develop Technology skills within the SEA offices.
- Liaise with retail management to coordinate and perform retail staff training as necessary.
- Participate in relevant retail meetings to understand staff requirements, concerns and issues as well as to report to retail staff on relevant Technology developments.
- Proactively understand and implement on-going training requirements of head office and retail staff.
Computer Hardware and Software and Communications Equipment Procurement, Installation, Maintenance
- Assist the management to -
- Procure Technology hardware, software, other equipment as guided by regional management or the global Technology function.
- Perform installation of hardware and software for new and existing computers and other Technology equipment
- Research, test and evaluate industry trends and new software.
- Perform upgrades and necessary configuration changes as directed
- Liaise with established Technology vendors as necessary during day-to-day tasks.
- Monitor performance of existing systems and equipment and recommend improvements
- Monitor and perform necessary backup and disaster recovery procedures to ensure business continuity
Retail Support
- Manage Store Opening and Closing related Technology activities across SEA store locations
- Support Retail IT related activities in terms of POS hardware and software, internet and network environment
- Perform store IT healthy check on a regular basis
- Vendor management to ensure SLA is met for efficient support on retail operations
Requirements:
- Candidate should have MCSE or CompTIA A+ certificate certification, holder of CCNA is preferred
- Minimum 5 years of hands-on experience on end-user desktop support role or computer operations environment required, experience in retail industry is preferred.
- Knowledge and Experience of Microsoft Active Directory and Exchange
- Experience in POS Systems is an advantage
- Familiar with networking troubleshooting and protocols using Meraki or similar products.
- Knowledge of ticketing system such as Zendesk or JIRA Service desk and remote desktop support systems such as TeamViewer.
- In-depth knowledge of hardware configuration and troubleshooting on PC, routers, and computer peripherals.
- Experience in Office 365 and Teams
- Excellent interpersonal and problem solving skills, sensitive to business priorities, analytical and accountable on SLA
- Open to work for 12 month contract term
