Job Objectives    

End-User Support:

• Provide prompt and courteous support to end-users via various channels, including phone, email, and in-person.
• Assist users with hardware and software issues, troubleshoot problems, and guide them through solutions.

Technical Support:

• Provide sound technical support pertaining, diagnosing, and resolving hardware and software issues on desktops, laptops, printers, and other IT equipment.
• Install, configure, and maintain computer systems and applications.
• Install, upgrade, and configure software applications.
• Ensure that software is up to date with the latest patches and updates.
• Provide remote support to users in different locations, utilizing remote desktop tools and collaboration software.
• Assist in enforcing IT security policies and procedures.

System Documentation:

• Create user guides and documentation for common technical issues.

Collaboration with IT Teams:

• Collaborate with other IT teams to escalate and resolve complex issues.
• Participate in projects related to system upgrades, implementations, store openings, store revamps and stock takes.

User Training:

• Conduct training sessions for end-users on IT best practices, new software applications, and security awareness.

Qualifications    

• Grade 12 certificate with A+, N+ or equivalent certification or relevant experience in general IT technical support.
• Degree/Diploma or higher in Information Technology, Computer Science, or a related field.

Experience    

• +2 years’ experience in a technical support role or similar, with some knowledge relating to system hardware and software support.
• Sound understanding of MS Windows Support and Configurations.
• Strong proficiency in MS Office 365.
• Experience in technical support and troubleshooting related to hardware and software.

Knowledge and Skills    

• Demonstrates technical support skills in technical troubleshooting and problem resolution, including knowledge of the technical support process steps and required turnaround times.
• Has skills in using key system functionality, set up and testing. Able to apply IT support for low to moderately complex requests.
• Understands expected end user and customer requirements and the correct way to deal with end users and customers.
• Passionate about continuous learning and self-development – Demonstrates eagerness to acquire necessary technical knowledge, skills, and judgment to be an excellent resource to meet the end users needs effectively. Has desire and drive to acquire knowledge and skills necessary to perform the job more effectively.
• Self-motivation and drive to meet and exceed on goals and expectations and engage others to deliver on expectations. Comfortable taking decisions and dealing with a range of problem-solving challenges independently.
• Problem-solving skills – Able to collect, organise and assimilate disparate pieces of information to draw sound conclusions and arrive at optimal solutions. Demonstrates an understanding of how one issue may be a part of a much larger system.
• Detailed, organised and quality focused – Has an affinity for detail, structure and efficiency, balancing planning, and execution. Is diligent and vigilantly watches over work processes, tasks, and outputs to ensure accuracy while independently actioning and correcting any quality concerns.
• Communication skills – Writes clearly and succinctly, using correct spelling and grammar; and provides simple points in a straightforward and factual manner. Ability to communicate clearly to resolve issues or training to the end user via various channels.
• Ability to work under pressure and under tight time constraints, efficiently prioritising workloads, balancing priorities and managing time effectively in a high-volume, fast-moving environment. 
• Enjoys challenging work and has the proven ability to effectively adapt to and manage change.
• Collaborative partner – Works effectively across functions and as part of a multi-disciplinary team. 
• Is collaborative and able to maintain professional relationships with internal and external stakeholders.