IT Support Executive – POS & Software

About the role

The IT Support Executive will deliver remote technical assistance to Turtle’s retail stores, ensuring point‑of‑sale (POS) applications and related IT systems run smoothly. You will act as the first line of defence for hardware and software issues, helping store staff maintain uninterrupted operations.

Key responsibilities

• Provide first‑level remote support for POS software and hardware across all retail locations.
• Resolve user queries related to billing, promotions, loyalty programs, gift cards, payment modes and general store operations.
• Log, track and close support tickets within defined service‑level agreements.
• Coordinate with infrastructure, application and vendor teams to troubleshoot and resolve issues.
• Assist in POS roll‑outs, software updates, testing and user acceptance.
• Monitor daily POS health, escalating critical incidents and reporting status to management.
• Maintain issue logs, documentation and user manuals; deliver basic training to store staff.

Required profile

• Diploma or Bachelor’s degree in Computer Science, IT or related field (or BCA/Commerce graduate).
• 3–5 years of experience in IT Helpdesk, POS support or retail IT support.
• Experience in the retail or apparel sector is a plus.
• Strong analytical and troubleshooting abilities, able to work under pressure.

Required skills

• POS systems
• Windows OS
• Networking
• Computer hardware
• Remote support tools
• Ticketing systems