Job Description

Reports To

IT Manager / Operations Manager

Job Summary

The IT Officer is responsible for maintaining and supporting the company's IT infrastructure, including POS systems, computers, networks, internet connectivity, security systems, and software applications across all coffee house branches. The role ensures uninterrupted business operations by providing timely technical support and implementing IT best practices.

Key Responsibilities

IT Support

• Provide technical support to branch and head office employees.
• Troubleshoot hardware, software, network, and system issues.
• Install, configure, and maintain computers, printers, scanners, and other IT equipment.
• Respond promptly to IT-related service requests.

POS & Business Systems

• Manage and support Point of Sale (POS) systems across all branches.
• Ensure proper functionality of payment terminals and receipt printers.
• Coordinate with vendors regarding POS software updates and maintenance.
• Support inventory, accounting, and HR systems used by the company.

Network Administration

• Monitor and maintain internet connectivity and Wi-Fi networks.
• Configure and maintain routers, switches, and network devices.
• Ensure network security and data protection measures are implemented.

System Maintenance

• Perform regular system updates, backups, and preventive maintenance.
• Monitor system performance and identify potential issues.
• Maintain IT asset inventory and equipment records.

Security & Compliance

• Implement cybersecurity policies and procedures.
• Manage user accounts, passwords, and access rights.
• Ensure company data is backed up and protected against unauthorized access.
• Support compliance with company IT policies and standards.

Vendor Coordination

• Coordinate with external IT vendors and service providers.
• Follow up on maintenance contracts, warranties, and technical support agreements.
• Evaluate and recommend IT solutions to improve operational efficiency.

Documentation & Reporting

• Maintain records of IT incidents, repairs, and system changes.
• Prepare periodic IT reports and recommendations.
• Document IT procedures and user guides when necessary.

Qualifications

• Bachelor's degree or diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 2 years of IT support experience; experience in hospitality, retail, or restaurant operations is preferred.
• Strong knowledge of computer hardware, software, networking, and POS systems.
• Familiarity with Windows operating systems, Microsoft 365, and cloud-based applications.

Required Skills

• Strong troubleshooting and problem-solving skills.
• Knowledge of LAN/WAN networks, Wi-Fi systems, and network security.
• Experience with POS systems and payment devices.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple priorities.
• Strong organizational and documentation skills.
• Ability to work outside regular hours when emergency support is required.
• Good command of English; Arabic and Kurdish are an advantage.