IT Operations Specialist

edamama is the #1 online-to-offline (O2O) platform focused on products and services for parents and families in the Philippines! We're a mama-led company (with dads, aspiring parents, and kid-at-hearts on board too!) on a mission to make parenting easier. Think content, commerce, and community wrapped up in one supportive space. We've reached another milestone in 2023 when we started to branch out into retail aiming to have 100 stores in the next 5 years!

We are seeking a detail-oriented and technically skilled IT Operations Support Specialist to serve as our primary point of contact for retail technology infrastructure, with a focus on point-of-sale (POS) systems and store connectivity solutions.

What You'll Do

• Serve as the primary technical liaison for our retail POS system vendor, managing all technical support interactions and escalations
• Troubleshoot and resolve POS hardware and software issues across multiple retail locations
• Coordinate and manage internet connectivity implementation and maintenance for retail stores
• Perform remote and on-site desktop support for store technology equipment
• Diagnose and resolve technical issues with POS terminals, payment systems, and related peripherals
• Perform hands-on network installation work, including:
  • Crimping and terminating network cables
  • Installing network drops and patch panels
  • Configuring network switches and routers
  • Setting up network infrastructure in new and existing retail locations

• Maintain detailed documentation of system configurations, troubleshooting steps, and resolution processes
• Manage and maintain comprehensive inventory of all technical assets across retail store locations
• Develop and implement asset tracking system for technology infrastructure
• Conduct regular audits of technology assets to ensure accuracy and identify replacement needs
• Collaborate with store management to minimize technology-related disruptions to operations
• Manage vendor relationships and coordinate repair or replacement of faulty equipment
• Develop and maintain standard operating procedures for technology support in retail environments

What We're Looking For

• Associate's or Bachelor's degree or TESDA certification in Information Technology, Computer Systems Servicing, or related field
• 2-3 years of experience in IT support, with specific expertise in retail technology environments
• Strong technical troubleshooting skills with POS systems
• Demonstrated experience with network cable installation and termination
• Proven experience managing network connectivity in distributed retail locations

• Excellent verbal and written communication skills

• Ability to work flexible hours, including potential on-call rotations

• Proficiency in remote desktop support tools and technologies

Technical Skills:

• Hands-on experience with major POS system platforms a plus

• Networking fundamentals (TCP/IP, WiFi configuration, basic network troubleshooting)

• Windows and macOS desktop support

• Familiarity with cloud-based management tools

• Basic understanding of cybersecurity principles for retail technology

Physical Requirements:

• Ability to travel to retail locations

• Ability to lift up to 25 pounds

• Comfortable working in various retail environments