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Headsup Corporation

Minister White
Job Description (JD)
IT Executive – Head Office (HO) &amp; EBO Stores
1. Job Details
• Designation: IT Executive
• Department: Information Technology
• Location: Head Office (HO) with support for EBO Stores
• Reporting To: IT Manager / IT Head
• Job Type: Full-time
2. Job Purpose
To provide effective IT support for Head Office and Exclusive Brand Outlet (EBO) stores,
ensuring the smooth functioning of IT infrastructure, POS systems, ERP applications,
network connectivity, hardware, software, and e-commerce operations. The role requires
timely issue resolution, coordination with vendors, and uninterrupted business operations
across all stores.
3. Key Responsibilities
A. Head Office IT Support
• Provide day-to-day IT support to HO users for desktops, laptops, printers, scanners,
email, and other IT peripherals.
• Install, configure, and troubleshoot operating systems, business applications, and
standard software.
• Manage user account creation, access permissions, password resets, and access
revocation as per approval.
• Support Microsoft 365 applications, including Outlook, Teams, and other business
productivity tools.
• Maintain IT asset records, including hardware allocation, movement, repair, and
replacement.
• Coordinate with vendors for hardware repairs, software issues, AMC services, and
warranty claims.
• Ensure compliance with IT policies, security standards, and access control
procedures.
B. EBO Store IT Support
• Provide IT support to EBO stores to ensure uninterrupted billing and store
operations.
• Install, configure, and maintain POS systems, billing terminals, barcode scanners,
receipt printers, cash drawers, and other store IT equipment.
• Troubleshoot POS login, billing, discount, barcode, synchronisation, and transaction-
related issues.
• Coordinate with ERP/POS vendors for store activation, new installations, licence
activation, and technical escalations.
• Support new store openings, store relocations, store closures, and replacement-store
IT activities.
• Ensure timely closure of store IT tickets and maintain proper issue-resolution
records.
• Coordinate with store managers and regional teams to minimise business disruption.C. ERP and POS Application Support
• Provide first-level support for Ginesys ERP/N-POS and other business applications
used by HO and stores.
• Troubleshoot stock synchronisation, transfer-in/transfer-out, billing, discount
configuration, and data mismatch issues.
• Coordinate with the ERP vendor for unresolved technical issues and follow up until
closure.
• Assist with master data, barcode, item configuration, pricing, and user-access issues
as authorised.
• Support system testing, application updates, upgrades, and new feature
implementations.
• Maintain records of system issues, vendor tickets, root causes, and resolutions.
D. Network and Infrastructure Support
• Troubleshoot LAN, Wi-Fi, internet connectivity, VPN, and basic network
configuration issues.
• Coordinate with internet service providers for leased lines, broadband, and
connectivity failures.
• Monitor and coordinate the resolution of CCTV, LED walls, digital signage, and other
network-connected devices.
• Ensure that store connectivity issues are escalated promptly to minimise operational
downtime.
• Assist in maintaining network diagrams, device details, and connectivity records.
E. E-commerce and EBO Operations Support
• Provide technical support for EBO order management applications and related
business platforms.
• Coordinate with e-commerce, warehouse, merchandising, and store teams to resolve
application-related issues.
• Support order-processing workflows, stock visibility, order status updates, and
integration-related issues.
• Assist in testing new features and reporting application defects to the relevant
technical teams.
• Ensure that user access is provided based on approved business requirements and
minimum necessary permissions.
F. IT Asset and Licence Management
• Maintain an updated inventory of laptops, desktops, POS systems, printers, scanners,
and network devices.
• Track software licences, renewals, warranty periods, AMC contracts, and vendor
support agreements.
• Ensure existing POS licences are reviewed for reuse before requesting new licences,
wherever technically and contractually permitted.
• Coordinate asset allocation, recovery, repair, and redeployment during employee
changes and store openings or closures.
• Maintain proper documentation for IT assets, licences, and approvals.
G. IT Security and Documentation
• Follow IT security policies for user access, passwords, endpoint protection, and
software installation.
• Ensure that users receive only the access required for their assigned responsibilities.
• Support antivirus updates, system patching, backup checks, and basic security
monitoring.
• Maintain IT SOPs, troubleshooting guides, asset registers, and vendor contact lists.• Report security incidents, unauthorised access, and suspected data misuse to the IT
Manager.
H. Vendor and Stakeholder Coordination
• Coordinate with ERP/POS vendors, internet service providers, hardware vendors,
and other IT service providers.
• Follow up on open tickets, pending installations, service requests, and escalations.
• Coordinate with store managers, HO departments, warehouse teams, and regional
teams to resolve operational issues.
• Provide regular status updates on critical issues and pending activities.
• Obtain the required approvals before implementing changes that affect billing, stock,
licences, or business operations.
4. Qualifications and Experience
• Education: Bachelor's degree or diploma in Information Technology, Computer
Science, Computer Applications, or a related field.
• Experience: 1–3 years of experience in IT support, desktop support, retail IT, or
application support.
• Experience supporting retail POS/ERP systems will be an added advantage.
• Freshers with relevant technical knowledge and strong troubleshooting skills may
also be considered.
5. Technical Skills
• Windows operating systems and desktop troubleshooting.
• Basic LAN, Wi-Fi, TCP/IP, DNS, DHCP, and internet troubleshooting.
• Hardware installation and maintenance.
• Microsoft 365, Outlook, Teams, and user account support.
• Basic SQL knowledge and database troubleshooting will be an advantage.
• ERP/POS application support, preferably Ginesys or similar retail systems.
• Barcode scanners, receipt printers, label printers, and billing peripherals.
• IT asset management, ticket management, and documentation.
6. Key Competencies
• Strong troubleshooting and analytical skills.
• Good communication and stakeholder coordination.
• Ability to prioritise critical billing and store-operation issues.
• Customer-service orientation and ownership of issues until resolution.
• Ability to work independently and manage multiple support requests.
• Willingness to travel to stores when required.
• Ability to work under pressure during store openings, system upgrades, and critical
outages.
7. Key Performance Indicators (KPIs)
Performance will be evaluated based on the following:
1. IT Ticket Resolution: Timely resolution of HO and EBO store IT issues.
2. POS Availability: Minimising billing downtime caused by IT issues.
3. Store Opening Readiness: Completion of IT setup before the planned opening
date.
4. First-Level Resolution: Percentage of issues resolved without vendor escalation.
5. Vendor Follow-up: Timely closure of escalated tickets and service requests.
6. Asset Accuracy: Accuracy of hardware inventory and asset allocation records.7. Licence Management: Timely renewals and avoidance of unnecessary licence
purchases.
8. Documentation: Maintenance of updated IT records, SOPs, and ticket details.
9. Security Compliance: Adherence to approved user-access and IT security policies.
10. Stakeholder Satisfaction: Feedback from HO users, store teams, and business
stakeholders.
8. Working Conditions
• Primary work location will be Head Office, with support responsibilities for EBO
stores.
• Store visits may be required for new installations, critical technical issues, audits, and
infrastructure changes.
• Occasional support outside regular working hours may be required during critical
outages, store openings, or planned system maintenance, subject to company
policy.
9. Expected Outcome
The IT Executive is expected to ensure stable IT operations across Head Office and EBO
stores, minimise business disruption, provide timely technical support, maintain accurate IT
records, and coordinate effectively with internal teams and external vendors.
I. Minister White MBO Sales Conference – IT Support
• Provide IT support for Minister White MBO sales conferences, meetings, and
business review sessions.
• Coordinate the setup and testing of laptops, projectors, LED displays, audio-visual
equipment, internet connectivity, and other IT infrastructure required for
conferences.
• Ensure the availability of sales reports, presentations, dashboards, and other
business-related IT applications during the conference.
• Coordinate with the sales, merchandising, finance, and management teams to address
technical issues during presentations and business discussions.
• Ensure all IT equipment and network connectivity are tested before the scheduled
conference to avoid interruptions.
• Provide on-site or remote technical support during the conference and resolve issues
promptly.
J. Warehouse (WH) IT Support
• Provide IT support for warehouse operations, including stock inward, outward,
transfer, barcode scanning, and inventory-related activities.
• Support Ginesys ERP/POS and related applications used for warehouse stock
management.
• Troubleshoot barcode scanners, label printers, desktops, network connectivity, and
other IT equipment used in warehouse operations.
• Coordinate with warehouse teams to resolve system issues affecting stock receipt,
dispatch, transfer, and inventory updates.
• Monitor and follow up on stock synchronisation issues, pending transfer-in/transfer-
out transactions, and system-related inventory discrepancies.
• Coordinate with ERP vendors and internal teams to resolve warehouse application
issues and ensure business continuity.• Support IT requirements for warehouse setup, relocation, hardware deployment, and
system configuration.
• Maintain an updated inventory of IT assets deployed in warehouses and ensure
proper tracking of hardware allocation.
K. Stock Audit and Inventory Verification Support
• Provide IT support during physical stock audits at EBO stores, MBO stores,
warehouses, and other designated locations.
• Ensure the availability and proper functioning of barcode scanners, laptops, audit
devices, network connectivity, and audit-related applications before the audit
begins.
• Coordinate with audit teams to resolve technical issues related to barcode scanning,
stock verification, and inventory data extraction.
• Support the extraction of stock-on-hand (SOH), transfer-in/transfer-out, inward,
outward, and other relevant inventory reports from Ginesys ERP.
• Assist in identifying system-related stock discrepancies, barcode mapping issues,
synchronisation failures, and pending transactions during audits.
• Coordinate with store, warehouse, finance, and audit teams to investigate system-
related discrepancies and obtain the necessary transaction details.
• Follow up on pending GRT inward, inter-store transfers, warehouse transfers, and
other inventory transactions that may affect audit closure.
• Ensure that required system reports and audit data are available to the concerned
teams within the agreed timelines.
• Document IT-related audit issues, vendor tickets, corrective actions, and resolution
status.
• Ensure that system corrections or stock updates are carried out only after obtaining
the required approvals from the authorised business and audit teams.
Additional KPIs
11. Sales Conference Readiness: IT equipment and applications are ready and tested
before the scheduled conference.
12. Warehouse IT Availability: Timely resolution of IT issues affecting warehouse
operations.
13. Audit Support Readiness: Availability of audit devices, applications, and required
inventory reports.
14. Audit Issue Resolution: Timely follow-up and closure of IT-related audit
discrepancies.
15. Inventory Transaction Support: Timely escalation and resolution of system-
related pending inward, transfer, and stock synchronisation issues.