Hardware Support Officer

This is: the job
A new opportunity has become available for a Hardware Support Officer to join a leading retail technology team, supporting a high-volume store network with critical hardware infrastructure.
Working as part of a national technology team, you’ll provide hands-on support across register peripherals, telephony devices, and rugged mobile computing hardware. This role combines BAU incident resolution with project delivery, proactive maintenance, and vendor coordination.
This is: what you’ll do

• Deliver expert support across in-store technology, including POS systems, Zebra handhelds, barcode scanners, thermal printers, and two-way radios
• Own incidents, requests and small projects related to retail hardware and telephony
• Coordinate hardware lifecycle management, maintenance, and warranty processes
• Proactively identify and implement improvements to enhance user experience and reduce downtime
• Ensure compliance with security and procurement processes
• Maintain accurate documentation, hardware records, and support procedures
• Liaise with store team members and service delivery teams to ensure high-quality support
• Support broader IT projects, including product selection and rollout of new hardware
• Provide relief support for frontline technology officers as required

• Experience supporting technology hardware in a retail or fast-paced operational environment
• Familiarity with POS systems and rugged retail hardware such as Zebra TC52/53 or Motorola radios
• Knowledge of ITSM tools like ServiceNow, and mobile device management platforms like AirWatch
• Understanding of hardware lifecycle processes and ITIL practices
• Experience with automation tools like Power Automate is a plus
• Strong communication skills with a customer-first mindset
• Ability to prioritise, multitask and troubleshoot effectively
• Basic commercial awareness and vendor engagement experience