Job Description

To ensure continuous IT infrastructure service delivery for end-user computing environments by managing installations, resolving incidents, and coordinating with infrastructure vendors. The role supports both store and office environments, ensuring optimal uptime and performance of endpoint devices.
Job Advert Details
Job Category IT
Job Objectives
Incident Management

• Respond to and resolve incidents involving end-user and store devices within SLA timelines.
• Provide second-line telephonic and remote support.
• Escalate unresolved issues and manage user expectations professionally.

Device Setup and Configuration

• Install, configure, and maintain endpoint devices including desktops, POS systems, and peripherals.
• Reload and configure software on endpoint devices.
• Ensure data integrity and security during installations and updates.

Infrastructure Coordination

• Manage third-party vendors for cabling, UPS, voice, data, and endpoint installations.
• Coordinate new store openings and IT infrastructure rollouts.
• Liaise with business units to schedule maintenance and installations.

Network and Cabling

• Install and test IT network infrastructure including cabling and network points.
• Maintain and update hardware and network reports.

Professionalism and Confidentiality

• Maintain a professional appearance and attitude; engage effectively at all organisational levels.
• Uphold confidentiality, especially when working in executive environments.
• Required Skills and Attributes
• Strong troubleshooting and problem-solving skills.
• Effective verbal and written communication.
• Ability to work under pressure and manage multiple priorities.
• Detail-oriented with a commitment to service quality.
• Willingness to travel and work flexible hours as needed

Qualifications
Certifications in IT support or networking (e.g., CompTIA A+, CompTIA N+, Cisco) are advantageous
Experience
Experience with endpoint device installation and network infrastructure.
Minimum of 2-3 years in IT field support or a similar role
Knowledge and Skills
Familiarity with vendor management and SLA compliance.