Trainee IT Support Manager at Shoprite Group of Companies

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 intechnical support and troubleshooting related to hardware and software - (essential)