Hardware Support Officer

This role is perfect for someone who is looking to kickstart their career in Tech / Hardware support with 1-2 years experience or newly graduated individuals looking to learn and grow within the tech support space.

As a Hardware Support Officer you will be responsible for ensuring the reliable operation of critical retail hardware across a large network of stores. Your day-to-day activities will involve responding promptly to incidents and requests related to register, telephony devices, Zebra barcode scanners, thermal printers, and more.
You will collaborate closely with store team members, project managers, and other technology professionals to deliver Hardware Support that keeps business operations running smoothly.

In addition to providing hands-on technical support, you will have opportunities to participate in technology projects—such as device rollouts or upgrades—and contribute ideas that drive continuous improvement.
Success in this role requires a proactive mindset focused on customer satisfaction, strong organisational skills to manage multiple priorities simultaneously, and a genuine passion for helping others through technology.

What you'll bring

• Demonstrated proficiency in retail hardware technology including Point of Sale systems, rugged mobile devices (such as Zebra handheld computing devices), barcode scanners, thermal printers, or Motorola Push to Talk Radios.
• In-depth knowledge of IT operations software such as ServiceNow or Airwatch or similar device management tools used in enterprise environments.
• Familiarity with Power Automate is desirable for automating routine tasks or enhancing workflow efficiency within the support function.
• Comprehensive understanding of hardware lifecycle management processes including warranty procedures and asset tracking methodologies.
• Outstanding customer service skills with an empathetic approach towards resolving user issues efficiently while maintaining positive relationships.
• Good understanding of ITIL framework principles applied within incident management or service delivery contexts in large organisations.
• Technically proficient across supported technology hardware/software platforms with keen attention to detail when troubleshooting complex problems.