Reporting to the IT Team Lead, the IT Generalist plays a crucial role in maintaining and supporting the organization's IT infrastructure. This position serves as the first point of contact for troubleshooting and ensuring smooth operations across a broad spectrum of hardware and software technologies. The IT Generalist covers multiple functional areas, including systems and network administration, automation, programming, and IT support.

Key Responsibilities:

• Maintain and administer hardware and software systems, ensuring their proper functioning and availability.
• Use the service desk ticketing system to provide timely technical support and resolve user issues effectively while adhering to SLAs.
• Handle the technical call center for the entire company, including retail locations, aiding and resolving technical issues as needed.
• Respond to emails and support requests, ensuring prompt and efficient communication with internal stakeholders.
• Install and configure hardware and infrastructure components for new retail locations, including POS machines, networking devices, laptops.
• Travel to retail locations to assess existing technical equipment and ensure it meets high standards of availability and systematic organization and is well documented.
• Collaborate on projects related to store builds, repairs, and troubleshooting, ensuring the successful completion of tasks within established timelines.
• Assist in monitoring the organization's network infrastructure, including switches, routers, and firewalls.
• Develop and maintain a Knowledge Base System (KBS) to document work-related procedures and troubleshooting guidelines.
• Perform asset/IT inventory management tasks.

Qualifications:

• Proven experience in IT support and administration, with a focus on hardware systems, with at least 3 years of experience.
• Very strong grounding in the fundamentals of IT, including computer hardware, Windows, wired and wireless networks and networking devices, and cybersecurity principles.
• Industry certifications demonstrating the fundamentals mentioned above, such as CompTIA A+, Net+, Sec+, CCNA etc.
• Strong knowledge of hardware installation, setup, and troubleshooting, including retail store infrastructure, POS machines, networking, and laptops.
• Proficiency in using ticketing systems, such as Jira Service Management, to manage support requests and prioritize tasks.
• Excellent communication skills, both written and verbal, with the ability to provide clear and concise instructions to end-users.
• Self-motivated and able to work independently, as well as collaborate effectively within a team.
• Strong problem-solving and analytical skills to diagnose and resolve technical issues efficiently.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Ability to work flexible shifts/weekends.
• Must have a valid driver’s license and access to a reliable vehicle to travel to different sites as required by project demands.
• Willingness to participate in cross-departmental training to share knowledge and train IT team members on operations-specific aspects.
• Experience with asset management and documentation is a plus.
• Knowledge of backup and disaster recovery procedures and software is advantageous.