Information Technology Support Technician

Our company is seeking a hands-on, versatile IT Support Technician with strong technical skills across end-user support, software administration, infrastructure and networking across multiple retail locations, Warehouse & HQ office. This full-time role offers both on-site and remote support, with responsibilities including ensuring the stability, security, and efficiency of IT systems, supporting users, enabling data-driven decision-making, and contributing to our digital transformation efforts. The position requires flexibility for after-hours support, collaboration with internal teams, and engagement with external service providers.

Key Responsibilities:

Hardware and Software Support

• Install, configure and support desktops, laptops, printers and other peripherals.
• Diagnose, troubleshoot and resolve hardware, operating system and applications issues.
• Support business critical systems including Windows environments and other company specific on premise and cloud-based applications.
• Ensure software licencing compliance and version control.

Network Architecture and Maintenance

• Design, maintain, and support LAN/WAN, WIFI, VPN infrastructure.
• Proactively monitor network performance, availability and capacity.
• Implement patching updates and security best practices.
• Troubleshoot network connectivity problems. Maintain and ensure network security.
• Perform routine maintenance.

Cybersecurity and IT Governance

• Support cybersecurity controls and endpoint protection.
• Assist with incident response and remediation.
• Contribute to IT policies, disaster recovery and business continuity

General IT Support

• Provide professional timely IT support across the business. Provide on-site and remote technical assistance to HQ and store staff.
• Document support requests and resolutions. Service desk monitoring and support ticket management.
• Provide technical support for hardware and software issues.
• Install and configure POS systems and peripherals.
• Maintain documentation of systems and procedures.
• Maintain Google workspace accounts when required.
• Liaise with vendors for procurement, technical repairs and upgrades.
• Co-ordinate with service providers on fault logging, problem resolution, repairs and upgrades.
• Recording of IT assets and maintenance of IT equipment inventory.
• Conduct hardware repairs and replacements.
• Train staff on new systems, software and IT related processes.

Qualification and Requirements:

• The ideal candidate must have a strong ability to balance on-site and remote support capabilities to ensure minimal downtime, optimize store operations, and support daily retail and staff activities efficiently.
• Strong technical knowledge of hardware, software, and networking.
• Excellent problem-solving and troubleshooting abilities.
• Good communication and interpersonal skills.
• Ability to work under pressure and prioritize tasks.
• Customer service-oriented attitude.
• Familiarity with remote support tools and ticketing systems.
• Basic understanding of cybersecurity principles.
• Ability to document issues and solutions clearly.
• Patience and empathy when assisting users.
• Continuous learning to stay updated with new technologies.
• Candidates should possess a solid background in IT support, with proven experience in managing end-user support, hardware infrastructure, network infrastructure and service desk management. Strong knowledge of Google Workspace functionality and basic administration.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are advantageous.
• Excellent problem-solving skills, ability to work independently and as part of a team, and strong communication skills are essential.
• A minimum of 2-3 years of relevant experience in a similar role is typically required.

Interested candidate can also directly email: kelebogile.rammala@mrdiy.com