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POS Support (Perm, in-house - 40K)

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Our client is a leading retail group that is seeking a Team Lead to lead a team of 5 in L2 - L3 support to POS systems and relevant store technologies

Responsibilities:

  • Lead a team providing L2 and L3 support for retail POS systems
  • Supervise, train, and develop team members to ensure high performance and compliance with SLAs
  • Work closely with L1 support teams and other IT departments to enhance support synergy and operational efficiency
  • Oversee incident response and critical support situations
  • Manage store related changes, ensuring proper procedures are followed
  • Conduct system regression testing and other change related activities
  • Manage external service vendors to ensure quality services for all retail stores
  • Conduct periodic reviews of vendor performance and act as an internal escalation point for service issues
  • Ensure compliance with group retail system standards and support processes
  • Act as a focal point for IT audits related to retail store systems
  • Monitor and report on team performance and SLA achievements
  • Identify trends and areas for improvement
  • Support procurement efforts for store-related projects and participate in vendor evaluations and selection

Requirements:

  • Tertiary education in Information Technology, Computer Science, or a relevant field
  • Minimum of 5 years of experience in technical support
  • 3 years' team lead experience
  • Extensive knowledge of POS systems and retail instore technologies
  • Proven ability to lead technical support teams effectively
  • Strong problemsolving abilities and capacity to manage multiple tasks
  • Excellent interpersonal and communication skills, focusing on superior customer service

Contract Type: FULL_TIME

Specialism: Tech & Transformation

Focus: DevOps, SRE Engineer & Application support

Industry: IT

Salary: HKD35,000 - HKD40,000 per annum + competitive bonus and benefits

Workplace Type: On-site

Experience Level: Associate

Location: Central and Western District

Job Reference: 6J1Z3U-82890833

Date posted: 25 June 2024

Consultant: Jason Ng

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