The IT Support Operations Specialist is responsible for providing technical support, maintaining IT systems, and ensuring uninterrupted technology operations across retail stores, warehouses, and corporate offices. This role ensures that all frontline and back-office systemsincluding POS, store networks, payment terminals, inventory devices, and retail applicationsoperate efficiently to support business continuity and an exceptional customer experience.
Key Responsibilities
Technical Support & Troubleshooting
- Provide Level 12 support for store and corporate staff via phone, ticketing system, chat, or onsite visits.
- Troubleshoot issues related to POS systems, payment terminals, handheld scanners, printers, self-checkout systems, and back-office computers.
- Diagnose and resolve network connectivity issues across store LAN/WAN, Wi-Fi, and VPN.
- Install, configure, and maintain Windows/Mac systems, retail software, and hardware devices.
Retail Systems Operations
- Support daily POS operations, price updates, promotions, and end-of-day store processes.
- Monitor system uptime and performance for store technology environments.
- Assist with deployment and configuration of new store technology and rollout of software updates.
- Coordinate with vendors for maintenance or replacement of retail equipment (POS, printers, kiosks, etc.).
Incident & Service Management
- Log, track, and resolve incidents and service requests within SLA using ITSM tools (ServiceNow, Jira, Zendesk, etc.).
- Escalate critical issues to specialized technical teams and follow through to resolution.
- Perform root-cause analysis and recommend preventive measures.
Infrastructure Support
- Maintain store network equipment (routers, switches, access points) under guidance from network teams.
- Support backend servers, inventory systems, and device management platforms (MDM).
- Monitor system alerts, backups, patch status, and security compliance.
User Training & Documentation
- Provide training to store associates on POS functionality, store systems, and IT best practices.
- Develop and maintain knowledge base articles, SOPs, and troubleshooting guides.
Work Location: Depoteknik Duta Perkakas, Mangga Besar, Jakarta Barat
About Kawan Lama Group
Established in 1955, Kawan Lama Group is a multi-sector group of companies who are constantly innovating for improving the quality of lives. Manages 28 brand portfolios operating in six different sectors: Commercial & Industrial, Consumer Retail, Food & Beverages, Property & Hospitality, Manufacturing & Engineering, and Commercial Technology. Aiming to be more than family business - but beyond that, we are business for families, we carry the mission to bring values for betterment of lives through business development and continuous growth.
