Senior IT Technician (Lead) – IT Field Support (Fluent English)

Role overview

Responsibilities

• Lead the field-support team and provide first- and second-line support for POS, CCTV, signage, networks, UPS, Windows endpoints, and peripherals.
• Resolve complex technical incidents, coordinate customer HQ escalations, and track issues through resolution.
• Manage incidents and service levels; coordinate preventive maintenance and monitor equipment health.
• Support store readiness checks, hardware replacements, installations, setups, and relocations.
• Maintain asset and spare-parts records, technical documentation, incident logs, maintenance reports, and service-level reports.
• Follow security and customer procedures and communicate with store staff, technical teams, and stakeholders.

Mandatory qualifications

• At least 10 years of relevant IT field-support experience and 10 years leading or supervising IT technicians.
• IT-related diploma or bachelor’s degree, or equivalent verifiable experience.
• Strong hands-on IT infrastructure and field-support experience, including troubleshooting Windows, hardware, peripherals, end-user devices, and networking.
• Fluent spoken English; able to work on-site and travel between assigned locations.
• Able to perform field work including work at height when required, and pass screening and obtain airport access subject to approvals.
• Specified experience requirements include 5 years of network troubleshooting, 7 years of CCTV/signage/UPS support, 10 years of ticketing, 7 years of endpoint management and maintenance/asset management, and 5 years of incident management/SLA monitoring.

Technical skills

• Retail POS and payment terminals; Oracle XStore experience is preferred.
• CCTV systems; Hanwha experience is preferred.
• Digital signage, Cisco Meraki switches/access points/SD-WAN, structured cabling, and UPS equipment.
• Microsoft 365, Windows endpoint administration, Microsoft Intune or ManageEngine Endpoint Central, and ITSM tools such as ManageEngine ServiceDesk Plus or similar.
• CompTIA A+, Network+, or equivalent industry certification is preferred.

Compensation

• Salary, benefits, working hours, and other employment conditions will be discussed with shortlisted candidates.

Work arrangement

• On-site support at assigned retail locations, with travel between locations as required.

Application

• Apply through Indeed; CV should highlight field-support, leadership, technical skills, and relevant certifications.