Information Technology Support Technician

MR DIY South Africa; Gauteng; Hybrid; ZAR 180,000 - 260,000; Full time

Job summary

MR DIY South Africa is seeking a hands-on IT Support Technician to provide end-user support, software administration, and infrastructure and networking across our retail locations, warehouse and HQ. This full-time role includes on-site and remote support to keep IT systems secure, reliable and efficient.

You will support users, manage documentation and service desk activities, install and maintain POS systems, liaise with vendors, and contribute to our digital transformation with a proactive,

Qualifications

• Strong ability to balance on-site and remote support to minimize downtime and keep store operations smooth.
• Solid knowledge of hardware, software, and networking.
• Excellent problem-solving and troubleshooting abilities.
• Good communication and interpersonal skills.
• Experience with end-user support and service desk management.

Responsibilities

• Install, configure and support desktops, laptops, printers and peripherals across locations.
• Diagnose and resolve hardware, OS and application issues and ensure software licensing compliance.
• Support Windows environments and cloud-based apps; maintain documentation of systems and procedures.
• Design, monitor and maintain LAN/WAN, Wi-Fi, VPN infrastructure; ensure security:** patching and best practices.
• Train staff on new systems and IT processes; liaise with vendors for repairs and upgrades.

Skills

End-user support

Software administration

Infrastructure

Networking

Remote support

Service desk

Documentation

Google Workspace

Communication

Tools

POS systems

Service desk software

Remote support tools

Job description

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.