Purpose

• The purpose of the Trainee IT Support Manager is to provide technical assistance and support to end-users (franchisees and instore staff) and the IT Support Manager.
• This role involves troubleshooting hardware and software issues, assisting with system configurations, escalating issues and queries to the necessary 3rd Parties if required.
• This role is often the first point of contact for IT-related issues and is responsible for delivering timely and high-quality support.

Requirements

• Grade 12 certificate with A+, N+ or equivalent certification or relevant experience in general IT technical support - (essential).
• Degree/Diploma or higher in Information Technology, Computer Science, or a related field – (beneficial).
• +2 years' experience in a technical support role or similar, with some knowledge relating to system hardware and software support - (essential).

Skills & Competencies

• Sound understanding of MS Windows Support and Configurations - (essential).
• Strong proficiency in MS Office 365 – (essential).
• Experience in technical support and troubleshooting related to hardware and software - (essential).

Responsibilities

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, utilising 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.

Additional Information

• If you don’t hear from us within 14 days, please consider your application unsuccessful.
• Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.

Ref No

• SHO260630-1