Regional IT Store Support Officer (APAC)

MAIN PURPOSE

• Manage Service Delivery mainly on End User Computing in APAC region which includes Offices, Warehouses, Factory

• Manage our EUC and Service Delivery vendors in APAC region

KEY RESPONSIBILITIES

Service Management & Delivery

• Forecast & order management of hardware and software on devices for Stores.

• Oversee the delivery of Store Support services including desktops, laptops, mobile devices, printers, scanners, POS terminals, and collaboration tools.

• Ensure consistent service levels across all APAC sites, including remote and on-site support.

• Manage SLAs, KPIs, and service reporting to ensure high-quality service delivery.

Store IT Support & Maintenance

• Troubleshoot hardware and software issues, escalating to higher-level support when necessary.

• Perform routine maintenance, updates, and health checks on store IT equipment.

Deployment & Rollout

• Support new store openings, relocations, and refurbishments by setting up IT infrastructure and systems.

• Assist in the rollout of new applications, devices, and upgrades across store locations.

Network & Connectivity

• Monitor and maintain store network connectivity including Wi-Fi, VPN, and LAN/WAN configurations.

• Coordinate with network teams to resolve connectivity issues and optimize performance.

User Support & Training

• Provide technical assistance to store staff, ensuring minimal disruption to operations.

• Conduct basic training and create user guides for store technologies and systems.

Asset & Incident Management

• Maintain accurate inventory of store IT assets and ensure timely replacements or repairs.

• Log and manage incidents and service requests using ITSM tools (e.g., ServiceNow, Jira).

Compliance & Security

• Ensure store systems comply with IT security policies and data protection standards.

• Support implementation of endpoint protection, patching, and access controls.

Vendor Management

• Support regional IT projects including hardware refreshes, software rollouts, and infrastructure upgrades.

• Manage third-party vendors and service providers to ensure contractual obligations are met, including local ISP or Telecommunication Company.

Continuous Improvement

• Identify opportunities to optimize Store Support services and enhance user experience.

• Implement automation and self-service tools where applicable.

Ad hoc Support

• Additional tasks given by the supervisor or management team

• Bachelor’s degree in information technology, Computer Science, or related field.

• 5+ years of experience in End User Computing Service Delivery, with at least 3 years in a regional or global role.

• Strong knowledge of EUC technologies (Windows, macOS, MDM, SCCM, O365, etc.).

• Conceptual knowledge of Infrastructure (Cloud, Server, and Network)

• Experience managing services in diverse environments: corporate offices, warehouses, and manufacturing plants,

• English: Excellent communication, leadership, and stakeholder management skills.

• Ability to travel within the APAC region as needed.