IT Support Executive – POS & Software Support

About the role

The IT Support Executive will deliver remote technical assistance to Turtle’s retail stores, focusing on Point‑of‑Sale (POS) applications and related IT infrastructure. You will ensure minimal downtime, smooth store operations, and timely resolution of user issues.

Key responsibilities

• Provide first‑level remote support for POS software and hardware across all retail locations.
• Troubleshoot and resolve user queries related to billing, promotions, loyalty programs, gift cards, payment modes, and store operations.
• Log, track, and close support tickets within defined Service Level Agreements.
• Coordinate with infrastructure, application, and vendor teams to resolve complex issues.
• Assist in POS roll‑outs, software updates, testing, and user acceptance activities.
• Monitor daily POS health and address critical incidents promptly.
• Maintain issue logs, documentation, and user manuals.
• Deliver basic user training and guidance to store staff.
• Escalate critical problems and provide regular status updates to management.

Required profile

• Diploma or Bachelor’s degree in Computer Science, Information Technology, Commerce or equivalent (BCA acceptable).
• 3–5 years of experience in IT Helpdesk, POS support, or retail IT support.
• Prior experience in the retail or apparel industry is a plus.

Required skills

• Basic knowledge of POS systems.
• Proficiency with Windows operating system.
• Fundamentals of networking.
• Understanding of computer hardware.
• Familiarity with remote support tools.
• Experience using ticketing systems.