IT Desktop Support Technician

The ideal candidate will have strong technical skills, excellent problem-solving abilities, and a customer-focused approach to supporting both store and head office staff. This role requires hands-on experience, reliability, and the ability to work effectively under pressure in a dynamic retail setting.

Job Description:

Technical Support

• Provide desktop support for users, including hardware, software, printers, cabling, and operating systems
• Diagnose and resolve issues related to Windows OS, applications, and store systems

Service Desk Management

• Log, track, and resolve service desk tickets
• Escalate technical issues when necessary
• Provide regular feedback and updates to users on ticket progress

Backup & System Monitoring

• Monitor and troubleshoot store-level backups
• Escalate backup failures or risks to the relevant support teams
• Restore system connectivity during store or system outages

Asset & Inventory Management

• Record, track, and manage all IT assets
• Ensure compliance with IT asset policies for allocation, transfer, and disposal

Stakeholder Interaction

• Liaise professionally with staff at all levels
• Maintain strong working relationships with store teams and head office staff
• Ensure all issues are resolved within SLA timelines

Requirements:

• Grade 12 (Matric)
• IT certifications such as A+, N+, or MCDST (or currently working toward them)
• Minimum 5 years hands-on experience in desktop support or service desk environments
• Strong knowledge of:
  • Windows OS (2010-11)
  • Windows Server (2012-2022)
• Experience with:
  • Backup software (Veeam)
  • Remote support tools
  • Hardware troubleshooting
• Basic understanding of:
  • Networking principles
  • Citrix
  • Cabling
• Excellent troubleshooting, communication, and customer service skills
• Flexibility to provide after-hours and remote support when required.