IT SUPPORT SPECIALIST

Planet Group (M) Sdn Bhd; Kuala Lumpur; Hybrid; MYR 33,000 - 58,000; Full time

Benefits offered by this job

Travel between retail outlets

Job summary

Planet Group (M) Sdn Bhd is seeking an IT Support professional to maintain and troubleshoot retail technology, including POS, barcode scanners, printers, and AV systems across multiple store locations. The role covers office-based support with travel to outlets, ensuring systems stay operational and secure.

The ideal candidate has 1–3 years in IT support, strong knowledge of retail tech, and familiarity with networking, Windows/macOS, and Microsoft 365.

Qualifications

• Diploma or bachelor's degree in IT, computer science, audio or sound engineering, or related discipline.
• 1–3 years of IT technical support or desktop support, preferably in retail technology operations.
• Experience supporting retail outlets or commercial audio systems is advantageous.
• Proficient with Windows/Mac platforms and Microsoft 365; able to troubleshoot networks.

Responsibilities

• Install and support POS terminals and related peripherals.
• Provide remote and on-site troubleshooting for store systems.
• Troubleshoot store networks including TCP/IP, DNS, DHCP, VLANs.
• Coordinate with software and hardware vendors to resolve issues.
• Set up and support audio systems and meeting room tech.

Skills

Retail technology

Networking basics

Troubleshooting

Communication

Remote support

Education

Diploma or Bachelor’s degree in IT/CS

Tools

AnyDesk

TeamViewer

Windows 10/11

macOS

Microsoft 365

Job description

Key ResponsibilitiesRetail Store Technology Support

Install and maintain: Configure and support point-of-sale terminals, barcode scanners, receipt printers, cash drawers, payment readers, store computers, tablets, inventory terminals, and digital signage.

Resolve incidents: Provide responsive remote and on-site troubleshooting for store systems, prioritizing business-critical issues and restoring service with minimal downtime.

Support store networks: Troubleshoot routers, switches, wireless access points, staff and guest Wi-Fi, and basic connectivity issues involving TCP/IP, DNS, DHCP, and VLANs.

Coordinate vendors: Work with software providers, hardware suppliers, telecommunications providers, and warranty partners to resolve specialist issues and track cases through completion.

Audio and Visual Support

Maintain commercial audio: Set up, calibrate, inspect, and support background music systems, media players, amplifiers, speakers, audio processors, cabling, and zone volume controls.

Troubleshoot signal issues: Diagnose signal interruptions, distortion, cabling faults, playback problems, and inconsistent sound output across store zones.

Support meeting and event systems: Prepare and operate projectors, displays, wireless microphones, public-address equipment, and video conferencing systems for meetings and company events.

General IT Operations

Provide end-user support: Assist office and store employees with laptops, desktops, mobile devices, operating systems, Microsoft 365, email, printers, and remote access tools.

Manage IT assets: Maintain accurate records for devices, audio equipment, accessories, cables, spare parts, software licenses, assignments, repairs, and disposal status.

Support onboarding: Prepare user accounts, permissions, workstations, devices, and required applications for new employees in accordance with approved access procedures.

Deliver site projects: Support new store openings, relocations, refurbishment work, planned maintenance, and other ad hoc IT or audio-visual assignments.

Document support work: Record incidents, resolutions, configurations, recurring problems, and handover notes so that support knowledge remains current and reusable.

Qualifications and Experience

Education: Diploma or bachelor's degree in Information Technology, Computer Science, Audio or Sound Engineering, or a related discipline. Equivalent hands‑on experience may be considered.

Experience: One to three years of experience in IT technical support, desktop support, retail technology operations, or a comparable environment.

Field exposure: Experience supporting retail outlets, commercial audio systems, event technology, or geographically distributed users is advantageous.

Technical and Professional Skills

Retail technology: Practical knowledge of POS hardware, barcode scanners, receipt printers, payment devices, inventory terminals, and related peripherals.

Networking: Working knowledge of TCP/IP, DNS, DHCP, VLANs, wireless access points, structured cabling, and basic router and switch configuration.

Audio systems: Basic knowledge of XLR, RCA, 3.5 mm and speaker cabling, amplifiers, impedance considerations, signal flow, and audio playback hardware.

Platforms and tools: Proficiency with Windows 10 and 11, macOS, iOS, Android, Microsoft 365, and remote support tools such as AnyDesk or TeamViewer.

Troubleshooting: Strong diagnostic ability and a methodical approach to isolating faults, identifying root causes, and confirming that service has been restored.

Preferred Qualifications

Retail systems: Previous support experience involving retail POS, store networks, payment hardware, digital signage, or inventory applications.

Audio and visual systems: Hands‑on experience with commercial sound systems, meeting room technology, or event audio and visual equipment.

Core Competencies

Communicates technical instructions clearly to non-technical employees and provides calm, service-oriented support.

Prioritizes urgent requests effectively, especially during peak retail hours, while keeping stakeholders informed.

Works independently, follows issues through to closure, and escalates risks or recurring failures appropriately.

Maintains accurate records and handles company equipment, access rights, and information responsibly.

Working Arrangements

The role combines office-based support with travel to retail outlets and other company locations.

Occasional after-hours or weekend support may be required for store openings, emergency outages, special events, or planned maintenance.

The role involves light physical work, including mounting displays, routing audio or Ethernet cabling, and lifting equipment weighing up to 20 kg.

Job Types: Full-time, Permanent

Opportunities for promotion

Education:

Diploma/Advanced Diploma (Preferred)

Experience:

IT support: 1 year (Preferred)

Retail & Consumer Products 51-100 employees

A retail fashion company. Establish in 1995, based in Kuala Lumpur and Johor Bharu. Currently with 21 outlets nationwide, carrying international brands such as Carhartt WIP, New Balance, Adidas, Neighborhood etc, as well as our very own house brands; Hype Clothing & Crossover.

Catering to young adult market, our mission is to inspire & enrich quality lifestyle.

A retail fashion company. Establish in 1995, based in Kuala Lumpur and Johor Bharu. Currently with 21 outlets nationwide, carrying international brands such as Carhartt WIP, New Balance, Adidas, Neighborhood etc, as well as our very own house brands; Hype Clothing & Crossover.

Catering to young adult market, our mission is to inspire & enrich quality lifestyle.