SECTION 1 — ROLE OVERVIEW
The IT Support / Technical Officer ensures the smooth technical operation of the OVMPS platform, vendor systems, staff tools, and all digital assets.
They act as the first line of defense for technical issues from:
- Vendors
- Customers
- Internal staff (CSR, QC, Logistics, Finance, Editors)
- Affiliates
- State Managers
- General Manager
The IT officer ensures the platform runs efficiently, securely, and without interruption.
SECTION 2 — MAIN RESPONSIBILITIES
2.1 Platform Monitoring
- Monitor the OVMPS website uptime, speed, and functionality.
- Detect errors in pages, vendor stores, product uploads, carts, and checkout.
- Monitor order flow to identify system glitches (e.g., unpaid orders, duplicate orders).
2.2 Vendor Technical Support
- Assist vendors with:
✓ Login issues
✓ Product page errors
✓ Image upload problems
✓ “Store Manager Dashboard” navigation
✓ Payment method setup guidance - Generate screenshots or short guides when needed.
- Escalate bugs to the General Manager if beyond your access level.
2.3 Staff Technical Support
Provide support to CSR, QC, Logistics, Finance, Editors, and State Managers, including:
- Dashboard access
- Permission or role errors
- Page not found issues
- System timeouts
- Document upload errors
- Email notification issues
2.4 Plugin & System Maintenance
- Monitor and report plugin issues.
- Test updates on staging before live activation.
- Report plugin conflicts immediately.
- Maintain a list of essential plugins and their functions.
2.5 Security Oversight
- Monitor suspicious admin login attempts.
- Monitor vendor activity for unusual behavior (spam listings, harmful links).
- Report possible fraud or hacking attempts.
- Ensure SSL, firewalls, and security plugins remain active.
2.6 Technical Documentation
- Maintain logs of:
✓ errors
✓ fixes
✓ updates
✓ system changes - Prepare easy-to-read guides for non-technical staff.
2.7 Communication With GM & Developers
- Report major issues directly to the General Manager.
- Compile bug reports for external developers.
- Suggest improvements and system optimizations.
SECTION 3 — WHAT THE IT OFFICER MUST NOT DO
❌ Must not change vendor membership plan manually
❌ Must not modify vendor bank details
❌ Must not edit payout settings
❌ Must not approve or cancel customer refunds
❌ Must not adjust vendor commissions
❌ Must not install unauthorized plugins
❌ Must not delete logs, errors, or system reports
❌ Must not make major code or server modifications without approval
❌ Must not read private vendor or customer messages unless required for a technical fix
SECTION 4 — REQUIRED SKILLS
- Basic OVMPS site knowledge knowledge
- Understanding of OVMPS dashboard and vendor roles
- Ability to diagnose simple website issues
- Knowledge of browser tools (cache clearing, incognito, console logs)
- Ability to write clear, simple technical instructions
- Analytical thinking and problem-solving skills
- Good communication with non-technical team members
- Familiarity with hosting dashboards (cPanel, Plesk, or equivalent)
SECTION 5 — DAILY ROUTINE
Morning Tasks
- Check website uptime status.
- Verify plugin stability after midnight cron jobs.
- Review system notifications, errors, or warnings.
- Respond to pending staff or vendor technical complaints.
Mid-Day Responsibilities
- Resolve vendor dashboard issues (logins, listings, image uploads).
- Support staff experiencing access or dashboard problems.
- Test reported bugs and document the results.
- Monitor orders for payment or status issues.
- Manage email notifications if they stop sending.
Afternoon Tasks
- Update internal technical logs.
- Prepare guides or instructions for repeated issues.
- Assist editors with product data formatting issues.
- Work with Logistics team if tracking links fail.
- Check website speed occasionally (homepage, store pages, product pages).
Closing Tasks
- Reconfirm system health (speed, uptime, payment flow).
- Recheck major bugs to ensure they remain fixed.
- Send summary report:
✓ issues resolved
✓ issues pending
✓ bugs escalated - Log all tasks completed during the day.
SECTION 6 — TECHNICAL ISSUES THE IT OFFICER HANDLES
- Login problems
- Dashboard errors
- Product upload errors
- Vendor store display issues
- Missing email notifications
- Slow website
- Broken links or 404 pages
- Stuck order statuses
- Payment callback errors
- Plugin misbehavior
- Mobile responsiveness issues
- Form submission errors (contact forms, signup forms)
SECTION 7 — ESCALATION GUIDELINES
Escalate immediately if you encounter:
- Payment gateway failure
- Vendor store not loading
- Entire checkout process breaking
- More than 10 customers unable to place orders
- More than 5 vendors reporting the same technical issue
- Security breach or hacking attempt
- Server downtime