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To apply, click on the link at the end of the posts and all the best with your applications.
- IT Trainee Support Manager
- Application Specialist III
- Service Support Manager
IT Trainee Support Manager
| Closing Date | 2024/04/12 |
| Reference Number | SHO240405-5 |
| Job Title | IT Trainee Support Manager |
| Job Type | Permanent |
| Location – Country | South Africa |
| Location – Province | Gauteng |
| Location – Town or City | Boksburg, Gauteng |
| Purpose of the Job | The purpose of the Trainee IT Support Manager is to provide technical assistance and support to endusers (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 Advert Details | |
| Job Category | IT |
| 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. Degree/Diploma or higher in Information Technology, Computer Science, or a related field. |
| Experience | +2 years’ experience in a technical support role or similar, with some knowledge relating to system hardware and software support. Sound understanding of MS Windows Support and Configurations. Strong proficiency in MS Office 365. Experience in technical support and troubleshooting related to hardware and software. |
| Knowledge and Skills | Demonstrates technical support skills in technical troubleshooting and problem resolution, including knowledge of the technical support process steps and required turnaround times. Has skills in using key system functionality, set up and testing. Able to apply IT support for low to moderately complex requests. Understands expected end user and customer requirements and the correct way to deal with end users and customers. Passionate about continuous learning and self-development – Demonstrates eagerness to acquire necessary technical knowledge, skills, and judgment to be an excellent resource to meet the end users needs effectively. Has desire and drive to acquire knowledge and skills necessary to perform the job more effectively. Self-motivation and drive to meet and exceed on goals and expectations and engage others to deliver on expectations. Comfortable taking decisions and dealing with a range of problem-solving challenges independently. Problem-solving skills – Able to collect, organise and assimilate disparate pieces of information to draw sound conclusions and arrive at optimal solutions. Demonstrates an understanding of how one issue may be a part of a much larger system. Detailed, organised and quality focused – Has an affinity for detail, structure and efficiency, balancing planning, and execution. Is diligent and vigilantly watches over work processes, tasks, and outputs to ensure accuracy while independently actioning and correcting any quality concerns. Communication skills – Writes clearly and succinctly, using correct spelling and grammar; and provides simple points in a straightforward and factual manner. Ability to communicate clearly to resolve issues or training to the end user via various channels. Ability to work under pressure and under tight time constraints, efficiently prioritising workloads, balancing priorities and managing time effectively in a high-volume, fast-moving environment. Enjoys challenging work and has the proven ability to effectively adapt to and manage change. Collaborative partner – Works effectively across functions and as part of a multi-disciplinary team. Is collaborative and able to maintain professional relationships with internal and external stakeholders. |
Application Specialist III
| Closing Date | 2024/04/19 |
| Reference Number | SHO240226-3 |
| Job Title | Application Specialist III |
| Job Type | Permanent |
| Location – Country | South Africa |
| Location – Province | Western Cape |
| Location – Town or City | Brackenfell, Cape Town |
| Purpose of the Job | The application support specialist provides support to all technical and business users and is responsible for ensuring that various IT operations run smoothly. Supporting Digital Service Layer Team(DSL). |
| Job Advert Details | |
| Job Category | IT |
| Job Objectives | To plan and handle application support activities within the Digital Service Layer Team(DSL). To ensure timely and effective communication with the team, the stakeholders and the business users. To ensure effective day to day IT operations within the specified area. To plan and handle application support activities within the Digital Service Layer(DSL) team. Investigate and analyse problems in order to establish the root cause. Establish and assign the solution to the root cause. Planning and handling changes within the specified environment. Supporting software releases and deployments. Provide backup to relevant team members and leads. Support Platfrom as a Service (PAAS) service from Digital Service Layer Team(DSL). To ensure timely and effective communication with the team, the stakeholders and the business users. Liaise with team members and team managers. Maintain regular communication with users in the specified area. To ensure effective day to day IT operations within the specified area. Monitor and follow-up assigned service desk calls. Identify and resolve support call trends. Handle relevant support issues. |
| Qualifications | Diploma /Degree in Information Systems / B.Sc Computer Science (or similar) (Desirable)Matric with experience equal to three times the number of years study specified (Essential) |
| Experience | 3-5 years experience in a Retail (Desirable)3-5 years experience in application support (Essential)1-3 years experience in software development and testing (Desirable) +3 years experience in cloud solutions. (Preferably AWS) (Desirable) 3-5 years experience of working on projects in both Agile and DevOps (Desirable) |
| Knowledge and Skills | 1-3 years Agile/Scrum Tool set, preferably Atlassian (Desirable)1-3 years Understanding of web services (SOAP and Rest) (Desirable)2-3 years hands on experience in a DevOps environment (Essential) |
Service Support Manager
| Closing Date | 2024/04/16 |
| Reference Number | SHO231219-1 |
| Job Title | Service Support Manager |
| Job Type | Permanent |
| Location – Country | South Africa |
| Location – Province | Western Cape |
| Location – Town or City | Brackenfell, Cape Town |
| Purpose of the Job | Responsible to lead the Technology Service Management Centre (SMC) team for all brands across all geographiesCollaborate across Technology disciplines to continuously refine customer service processesManage Business stakeholders and Service Provider relationships |
| Job Advert Details | |
| Job Category | IT |
| Job Objectives | Resource managementSupporting the Senior Manager in leading the teamRecruit, Mentor and manage a high performing teamCreate an inspiring team environment with an open communication cultureFoster a healthy and collaborative environmentSet clear team goalsDevelop and implement long-term goals and objectives to achieve the successful outcome of the team.Monitor team performance and report on metricsFacilitate training needs by identifying gaps in skills and expertise, provide coaching, and plan development/growth paths.Listen to team members’ feedback and resolve any issues or conflictsRecognize and acknowledge the skills of key team members and utilize their strengths to the benefit of the teamRecognize high performance and reward accomplishmentsEncourage and support independent thinkingMaintain high team moraleEnsures that team activities operate within the policies and procedures of the organizationEscalation path for Service ManagementContribute to Service Support Strategic, Tactical, and operational objectives Service Centre ManagementEnsuring that all service requests are fulfilled within the agreed SLAsManaging a team of support staff and coordinating their activitiesPlanning and implementing strategies for improving service quality and customer satisfactionMonitoring and analysing service performance metrics to identify areas for improvementDeveloping and implementing policies and procedures for service delivery and supportEnsuring that customer complaints and issues are resolved in a timely and effective mannerManaging vendor relationships and negotiating contracts with service providersProviding regular reports on service performance to senior managementMaintaining accurate records of service requests, incidents, and resolutionsEnsure continual proactive Problem Management to reduce repeat incidentsFacilitate war rooms to resolve major incidentsDrive functional teams for resolutions for identified problemsAssist and maintain knowledge articlesIncident ManagementEnsure reported incidents are resolved within the agreed Service Level Agreement (SLA)Drive service levels within teams to meet agreed SLA’sManage issues and escalations to resolution.Escalate unresolved issuesEscalation of major or high impact incidentsManage user escalationsStakeholder ManagementBuilding strong relationships with all relevant business unitsUnderstanding business requirementsProviding IT Management with regular reportingManaging user expectations and escalationsReview customer service offering with Business stakeholdersRepresent the Service management within the IT OrganizationVendor ManagementDriving vendor to achieve set Service Level AgreementsGuiding and enforcing vendors compliance with company procedures and standardsProviding input to vendor requirements and contracts at “Request for Proposal” timeEscalate unresolved issuesManage vendor relationships and performance, i.e. cabling, UPSSchedule a regular meeting with the vendor to review performanceManage external vendors to plan new stores equipment and manage schedulesManage third-party vendors to ensure standards are maintained and issues resolvedManage and ensure optimal service from vendors in line with SLA’sFinancial ManagementProvide assistance to the Delivery Unit Manager in developing an annual budget and operating plans to support the team and department.Consolidate Budget requirements and present to Senior IT ManagerAssist the Senior IT Manager in managing costs and budgets for operational spendMonitor vehicle and travel expensesMonitor data usage costsCollaborationInterface with other technical and application teams to ensure adherence to standardsBuild strong relationships with IT Warehouse, Implementations, Staging, Rollouts, Application teams, and their leaders across the enterprise, and develop a detailed understanding of their issues, challenges, and opportunities.Collaborate with the IT Infrastructure and security groups to help ensure alignment with IT standards and initiatives. |
| Qualifications | RequirementsMatricDegree or Diploma TechnologyITIL Certification |
| Experience | 3 years’ experience in a mature Retail Service Management Centre |
| Knowledge and Skills | Manage Business stakeholders and Service Provider relationships |
All the best with your applications.
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