Technical Support Specialist

homechoice; Wes-Kaap; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading South African homeware retailer is seeking an End User Computing Specialist to support and maintain all end-user devices and ensure operational readiness. The role involves providing first-line support, troubleshooting devices, and participating in after-hours support. Candidates should have significant experience in service desk support and relevant IT certifications. Join a dynamic team and contribute to efficient tech operations.

Qualifications

• 3 years + Service Desk and or Desktop Support Experience.
• Proficient in troubleshooting end-user devices.
• Experience in managing IT assets and providing technical maintenance.

Responsibilities

• Deliver first and second-line support for end-user devices.
• Install, configure, and troubleshoot hardware and software.
• Support POS systems and device-related issues in retail environments.
• Participate in after-hours and weekend standby rotation.

Skills

Proactive mindset

Strong communication skills

Self-motivated

Planning and coordination

Ability to work under pressure

Education

Grade 12 (National Diploma – Advantageous)

ITIL certification

CompTIA Certifications (A+, N+)

Microsoft Certifications (MCSA)

Job description

homechoice is a leading South African homeware retailer. For 40 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.

We’re looking for an End User Computing Specialist to join our dynamic IT team. This role is all about keeping our tech humming and our people supported from desktops to mobile devices, printers to VOIP phones, and everything in between.

What you will love doing in this role

End-User Support & Service Delivery

• Provide first and second-line support for all end-user devices including desktops, laptops, mobile phones, tablets, VOIP handsets, printers, scanners, and peripheral devices.
• Ensure all service desk incidents, tasks, and service requests are responded to and resolved within agreed SLA timelines.
• Proactively follow up on outstanding tickets and communicate effectively with users to manage expectations.
• Provide on-site and remote support across multiple locations, including head office and retail stores.
• Assist with onboarding of new employees, ensuring workstations, access, and required tools are ready on time.
• Set up and support user accounts, email configurations, and access to business applications.
• Escalate unresolved issues appropriately and follow through until closure.

Device Management & Technical Maintenance

• Install, configure, maintain, and troubleshoot hardware and software systems on end-user devices.
• Perform upgrades, patches, and routine maintenance across all user-facing systems.
• Monitor performance of IT assets and proactively resolve potential failures.
• Maintain IT asset inventory, including issuing, tracking, and recovering devices.
• Support imaging and deployment of new equipment using enterprise tools and automation where applicable.
• Maintain hardware standards and ensure devices meet business and security requirements.

Operational Procedures & Documentation

• Adhere to all Technical Services and IT operational procedures, ensuring compliance with internal controls.
• Create and maintain user guides, technical documentation, SOPs, and troubleshooting knowledge bases.
• Ensure timely and accurate completion of incident reports and change documentation.
• Contribute to process improvement initiatives and support ITIL-aligned practices.

Retail & Finance Environment Support

• Maintain IT operational readiness for all retail showrooms and finance departments.
• Troubleshoot and support POS systems, network connectivity, and device-related issues in stores.
• Work closely with infrastructure and network teams to resolve store-related technical incidents.
• Support HSE, compliance, and PCI-related policies through proper device configuration and controls.

Standby, After-Hours & Project Support

• Participate in the after-hours and weekend standby rotation to ensure 24/7 support coverage.
• Provide on-site support during critical business events, activations, and seasonal peak periods.
• Support IT rollouts, infrastructure upgrades, and hardware refresh projects as assigned.
• Assist with testing, deployment, and post-implementation support of new technologies.

What we will love about you

• Proactive and solutions-driven mindset.
• Strong communicator with excellent facilitation and presentation skills.
• Can do attitude, self-motivated and thrives working independently.
• Well-organised, with strong planning and coordination abilities.
• Comfortable working under pressure in a fast-paced, changing environment.

What you’ll need to do this role

• Grade 12 (National Diploma – Advantageous)
• 3 years + Service Desk and or Desktop Support Experience
• ITIL certification and / or experience
• CompTIA Certifications such as A+ and N+
• Microsoft Certifications such as MCSA
• A valid driver’s license

Behaviours we love

Wow my customer

• Walk in my customers’ shoes
• Deliver on my promises
• Deliver insight-led solutions my customers need

Treat the business as my own

• Take accountability
• Be curious, creative & explore opportunities
• Do it right & at the right time

Play as a team

• Be helpful
• Be inclusive
• Find the fun