IT & Systems Support Officer at Eric Kayser

Job Summary

• The IT & Systems Support Officer will oversee and maintain the technological systems that support restaurant and bakery operations across all Eric Kayser and Leila branches.
• This includes managing the biometric attendance machines, POS systems, CCTV, internet connectivity, and internal networks.
• The role requires a hands-on, proactive professional who can troubleshoot hardware and software issues swiftly to minimize downtime and ensure smooth restaurant operations.

Key Responsibilities
Biometric and Attendance System Management:

• Configure, maintain, and troubleshoot all biometric attendance machines across outlets.
• Ensure accurate synchronization of attendance data between branches and the central HR system.
• Provide daily and weekly attendance reports when required.
• Conduct routine checks to ensure all machines are functional, updated, and backed up.

Network and Connectivity Support:

• Manage and maintain network connections (LAN/WAN/Wi-Fi) across branches and head office.
• Set up routers, switches, and network cables for new outlets.
• Troubleshoot internet issues with ISPs and ensure minimal downtime.
• Maintain connectivity for POS systems, CCTV, and biometric devices.

Hardware and Equipment Maintenance:

• Install, configure, and repair hardware components including desktops, laptops, printers, POS terminals, and CCTV cameras.
• Ensure regular preventive maintenance of all IT-related hardware.
• Track IT assets and ensure proper documentation, tagging, and accountability.

Software and System Support:

• Install and update software, operating systems, and antivirus programs.
• Maintain POS system functionality, user access rights, and data backups.
• Support the HR and Finance teams with any system-related issues affecting payroll or reporting.
• Troubleshoot common system errors and escalate complex cases to vendors or service partners.

Security and Data Protection:

• Ensure data protection measures are in place for attendance, payroll, and sales systems.
• Oversee CCTV system functionality and recording quality.
• Monitor and prevent unauthorized system access.

Technical Support and User Training:

• Serve as first-line IT support for all staff across outlets.
• Respond promptly to IT requests via phone, WhatsApp, or email.
• Conduct training sessions for staff on basic IT tools, data entry, and system use.
• Prepare weekly IT activity and status reports.

New Branch Setup & Expansion:

• Participate in the setup of IT infrastructure for new outlets — network, POS, and biometrics.
• Liaise with vendors for installation and testing of IT equipment.
• Support relocation or system reconfiguration projects.

Key Performance Indicators (KPIs)

• System Uptime: Minimum of 95% network and biometric availability.
• Response Time: Average resolution of IT issues within 2 hours.
• Attendance Accuracy: 100% data accuracy between biometric reports and HR attendance logs.
• Preventive Maintenance: Zero critical hardware failure per quarter.
• User Satisfaction: Positive feedback from outlet managers and HR.

Qualifications

• Bachelor’s Degree or HND in Computer Science, Information Technology, or a related field.
• Minimum of 3 – 5 years experience in IT support, preferably within the restaurant, retail, or hospitality industry.
• Strong understanding of network setup, configuration, and troubleshooting.
• Hands-on experience managing biometric systems, CCTV, and POS terminals.
• Familiarity with Windows and Android systems, routers, and internet configuration.
• Good understanding of data synchronization and backup systems.
• Excellent problem-solving and communication skills.
• Ability to multitask across several outlets and work independently with minimal supervision.

Preferred Skills:

• Knowledge of HR and payroll integration systems (for biometric data).
• Vendor management experience.
• Basic knowledge of database management (MySQL, Access, etc.).
• Ability to work under pressure and respond to technical emergencies promptly.
• Strong documentation and reporting skills.

Work Environment: Office-based with frequent visits to restaurant and bakery outlets. May require occasional evening or weekend work for maintenance or urgent repairs.