Trainee IT Support Manager

Purpose of the Job

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.

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 - (essential). Degree/Diploma or higher in Information Technology, Computer Science, or a related field – (beneficial).

Experience

+2 years' experience in a technical support role or similar, with some knowledge relating to system hardware and software support - (essential).

Knowledge and Skills

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).