IT Support Supervisor

Job Summary :- The IT Support Supervisor is responsible for leading and supervising day-to-day IT support operations at the Guangua site, ensuring reliable, secure, and well-maintained IT infrastructure and systems for all site-based functions, including coffee sourcing, coffee washing station operations, weighbridge systems, warehouse, and administrative offices. The role supervises site IT support staff, coordinates incident and service request resolution, maintains network and hardware infrastructure, and ensures effective ERP and business system uptime at the site, while escalating and coordinating with the central IT/Technology team on infrastructure, security, and system matters.Main Duties and ResponsibilitiesTeam Supervision & Service Delivery

• Supervise, coach, and schedule site IT support staff/technicians, and review their performance.
• Allocate, prioritize, and track support tickets to ensure timely resolution within agreed SLAs.
• Act as the first point of escalation for complex or unresolved technical issues at the site.
• Coordinate shift/on-call coverage for critical business periods (e.g., peak coffee purchasing/washing season).

• Provide and supervise end-user support for hardware, software, printers, scanners, and peripherals across the site.
• Ensure reliable functioning of ERP client workstations, coffee weighbridge terminals, and coffee washing station digital systems.
• Troubleshoot and resolve system errors, connectivity issues, and application faults, escalating to central IT/ERP teams as needed.
• Support users during system upgrades, new module rollouts, and process changes.

• Maintain and monitor site LAN/WAN, Wi-Fi, VPN connectivity to HQ, servers, and related infrastructure.
• Coordinate with Internet Service Providers (ISPs) and vendors on connectivity issues, installations, and maintenance.
• Oversee CCTV, access control, and other site technology systems where applicable.
• Ensure uptime and stability of infrastructure supporting weighbridge and coffee washing digitalization systems.

• Maintain an accurate inventory of site IT assets (computers, network equipment, peripherals, licenses).
• Plan preventive maintenance schedules and coordinate equipment repair/replacement.
• Manage relationships with local vendors and service providers for hardware, network, and infrastructure services.
• Initiate and follow up on procurement requests for site IT needs.

• Ensure compliance with company IT policies, data protection, and security standards at the site.
• Support backup, business continuity, and disaster recovery procedures for site systems.
• Maintain incident logs, prepare and submit periodic performance and status reports to the IT Manager.
• Support training of site staff on IT systems, ERP tools, and digital processes.
• Good knowledge of IT infrastructure, networking, and end-user support practices.
• Working knowledge of ERP client-side operations (Microsoft Dynamics 365 F&O or similar) is an advantage.
• Ability to lead a small technical team and work independently at a remote/site location.
• Willingness to be based at, and travel within, the Guangua area and related coffee sites.