Technical Support Specialist

About the role

We are looking for a Technical Support Specialist to provide first‑ and second‑line assistance to our franchise stores. You will be responsible for resolving IT tickets, maintaining POS and retail systems, and ensuring smooth store operations.

Key responsibilities

• Log, categorise, prioritise and resolve support tickets within SLA targets.
• Maintain and support franchise systems, including POS, CRM, ERP and related hardware/software.
• Troubleshoot networking, internet connectivity, payment terminals and store infrastructure issues.
• Coordinate with ISPs, payment gateway providers, software vendors and hardware suppliers.
• Perform IT setup, installation, configuration and onboarding for new franchise locations.
• Deliver basic system and POS training during new store implementations.
• Monitor endpoint compliance, software updates, antivirus protection and security standards.
• Analyse support trends, recommend preventative solutions and prepare monthly performance reports.

Required profile

• Relevant qualification in IT, Computer Science, Information Systems or related field.
• Minimum 3 years of experience in IT support, helpdesk or technical support.
• Experience supporting POS systems and retail technology.
• Strong analytical, problem‑solving and communication skills.
• Valid driver’s licence and willingness to travel to franchise locations.

Required skills

• POS systems
• Windows operating systems
• Microsoft Office
• Networking fundamentals
• Endpoint management
• Hardware troubleshooting
• Software troubleshooting
• Printer troubleshooting
• Payment device troubleshooting
• Connectivity troubleshooting

What we offer

• Hybrid work model
• Medical aid
• Provident fund