Role Purpose:

Technical Support team maintains the computer networks of all types of organizations, providing technical support and ensuring the whole company runs smoothly.

monitors and maintains the company computer systems, installs and configures hardware and software, and solves technical problems.

Role Details – Key Responsibilities and Accountabilities:

• Installing and configuring computer hardware, software, systems, networks, printers and scanners
• Monitoring and maintaining computer systems and networks
• Responding in a timely manner to service issues and requests
• Providing technical support across the company.
• Repairing and replacing equipment as necessary
• Testing new technology
• Identifying hardware and software solutions.
• Troubleshooting / diagnosing technical issues.
• Following up with end users to ensure the problem is resolved.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Document technical knowledge in the form of notes and manuals

Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

• Hands-on experience with Windows /Mac OS environments

• Good understanding of computer systems, mobile devices and other tech products

• Ability to diagnose and troubleshoot basic technical issues

• Familiarity with remote desktop applications and help desk software

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical help, both written and verbal

• Strong communications skills

Definition of Success

• Functionality of IT systems, network, hardware and software
• IT systems maintenance frequency
• Employee satisfaction
• Reduction of operational costs

Qualification, Experience & Skills:

Minimum Qualifications/education

• Bachelor Degree in Computer Science/ Computer Information System

Minimum experience

• +4 years' experience in a managerial role in IT, with at least 2 years within MAF Retail

Skills

• The ability to think logically
• A good memory of how software and operating systems work
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
• The ability to work well in a team
• Problem solving skills
• A strong customer focus
• The ability to prioritise your workload
• Attention to detail.