IT Support Supervisor

The IT Support Supervisor is responsible for providing technical support and maintaining IT infrastructure and network connectivity across Stores, Head Office (HO), and Distribution Center (DC). This role ensures the availability, reliability, and performance of IT systems, supports business operations through timely incident resolution, and assists in infrastructure deployment, maintenance, and continuous improvement initiatives.

Key Responsibilities

Infrastructure Support Provide end-to-end IT infrastructure support for Stores, Head Office (HO), and Distribution Center (DC).

Install, configure, maintain, and troubleshoot hardware including desktops, laptops, printers, scanners, POS devices, and other peripherals.

Ensure all IT equipment is functioning properly and aligned with company standards.

Perform preventive maintenance and asset lifecycle monitoring.

Network Support Support LAN/WAN connectivity across Stores, HO, and DC environments.

Monitor network performance and availability, ensuring minimal downtime.

Troubleshoot network issues related to routers, switches, wireless access points, and internet connectivity.

Coordinate with vendors or regional IT teams for escalation and resolution.

Store & Business Operations Support Support POS system operations and store application availability.

Ensure readiness of IT setup for new store openings, relocations, or closures.

Conduct periodic store IT health checks.

Service Management & User Support Provide first-level to second-level technical support via ticketing system, phone, or onsite visits.

Track incidents, service requests, and resolution timelines in accordance with SLA.

Deliver user guidance and basic training when required.

Security & Compliance Ensure IT security standards are followed across endpoints and network devices.

Support patching, antivirus, access control, and backup processes.

Maintain documentation of configurations, asset inventory, and network topology.

Project & Improvement Support Participate in IT infrastructure and network rollout projects.

Support system upgrades, migrations, and testing activities.

Recommend improvement opportunities to enhance system stability and efficiency.

Qualifications & Requirements Education

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.

Experience

Minimum 4–6 years of experience in IT infrastructure, network support, or IT operations.

Proven experience supporting multi-site environments such as retail stores, head office, and warehouse/distribution center.

Experience handling IT projects, store openings, or infrastructure rollout is an advantage.

Technical Skills

Strong knowledge of IT infrastructure including end-user devices, servers, and peripherals.

Solid understanding of networking concepts (LAN/WAN, TCP/IP, VPN, Wi-Fi, routing & switching).

Experience supporting POS systems and retail applications is preferred.

Familiar with Windows environment, Active Directory, endpoint management, and basic server administration.

Knowledge of IT security practices, backup processes, and patch management.

Experience with ticketing systems and IT service management processes.

Soft Skills

Good team coordination capability.

Strong problem-solving and analytical skills.

Ability to prioritize tasks and manage multiple incidents/projects simultaneously.

Effective communication and stakeholder management skills.

Customer-oriented mindset with strong service delivery focus.

Other Requirements

Willingness to travel to stores and operational sites when required.

Ability to work outside business hours during critical incidents or project implementation.

Good English and Bahasa Indonesia communication skills.

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