Intermediate IT Support Technician

GALXBOY is a proudly South African streetwear brand that emerged from the underground, rebellious youth culture found in the countrys urban hubs. Built on a foundation of ambition, collaboration, and persistence, it has grown into a leading national label. Known for its bold designs and deep cultural relevance, GALXBOY reflects a new generation of South Africans who embrace their identity with confidence and style. MAIN PURPOSE OF THE JOB Provide second-line IT support across retail stores, warehouse operations, online platforms, and head office, ensuring high system availability and minimal disruption to revenue-generating activities. The incumbent will support the business continuity by resolving recurring system issues, coordinating with vendors, and providing operational reporting to the Head of IT to enable effective decision-making and continuous improvement. KEY AREAS OF RESPONSIBILITY Advanced Technical & Incident Management Resolve second-line and escalated incidents within agreed SLA. Reduce recurring incidents month-over-month. Perform root cause analysis for major issues. Maintain MTTR within defined targets. Prioritise incidents based on business impact (store, ERP, warehouse). SaaS & Platform Administration Administer and main Shopify, WMS, Business Central, and Microsoft 365 platforms. Ensure RBAC compliance. Perform quarterly access reviews. Maintain configuration standards across stores. Minimise licence waste and recommend optimisations. Cloud & Infrastructure Operations Support Monitor operational stability of Azure-hosted services (including AKS environments where applicable). Coordinate with cloud engineers/vendors during incidents. Identify and report infrastructure risks. Maintain uptime targets for critical systems. Governance, Risk & Security Compliance Ensure IT policies and change control processes. Ensure MFA and identity controls compliance. Maintain audit-ready documentation. Reduce security related incidents. Participate in risk register updates. Vendor & SLA Management Manage and escalate vendor incidents appropriately. Track SLA compliance and vendor performance. Ensure root cause reports are obtain for critical outages. Maintain vendor contact matrix and escalation procedures. Reporting and Operational Insights Produce monthly IT operational reports for the Head of IT/CFO. Analyse incident trends and propose improvements. Present top recurring issues with corrective actions. Provide impact summaries for major incidents. Retail & Warehouse System Continuity Maintain store uptime above agreed threshold. Ensure warehouse system reliability during stock takes and peak periods. Implement preventive measure before high volume events. Reduce POS related operational disruptions. Continuous Improvement & Innovation Deliver operational improvement initiatives per quarter. Identify automation or efficiency opportunities. Standardise store and warehouse IT setups. Improve documentation and knowledge base maturity. SKILLS AND PERSONAL ATTRIBUTES Matric certificate compulsory. Diploma in IT, Information Systems or related field. 3 5 years proven experience in IT Support or IT Operations. Knowledge of Shopify or equivalent retail POS systems. Business Central or similar ERP exposure. SaaS configuration and access control management. Basic understanding of API/Integration dependencies.