📍 Company: Pick n Pay Retailers (Pty) Ltd
🏢 Address: Pick n Pay Office Park, 101 Rosmead Avenue, Kenilworth, Cape Town, 7708
💼 Position: Associate System Support Engineer (Intermediate Level)
📄 Job Ref: PNP_4102051
⏳ Contract: Permanent

💡 About the Position

Pick n Pay is seeking a dedicated and detail-driven Associate System Support Engineer to join its Customer Systems I&T division. This role provides first-level technical support, ensuring the smooth operation of POS systems, store technologies, and IT infrastructure across the national retail network.

You will play a critical role in incident monitoring, troubleshooting, and service delivery, working closely with operations teams, vendors, and IT professionals to keep the Pick n Pay estate running efficiently.

🧭 Role Summary

✔️ Provide 1st-level I&T system support within the Customer Systems department
✔️ Handle day-to-day operational system challenges
✔️ Collaborate across business units to deliver high-quality I&T services
✔️ Maintain stability of POS operations and store platforms

🎓 Minimum Requirements

🎓 IT diploma or relevant certification
🖥️ 1 year of system support experience
💻 Strong MS Office skills
🛒 Exposure to an IT customer service or helpdesk environment
🔧 Understanding of:

• IT infrastructure

• POS systems

• Retail store processes (cashier functions, supervision, back-office reporting)
  🖥️ Experience with:

• POS platforms

• Operating systems

• Nagios (monitoring tool)

• ITIL practices

🛠️ Key Responsibilities

📡 POS Monitoring & Incident Response

• Monitor all POS equipment across the Pick n Pay estate

• Report, escalate, and resolve system incidents within agreed SLAs

• Track recurring incidents and highlight trends to prevent future issues

• Reduce call volumes through process enhancements

• Maintain accurate, detailed incident logs

🧩 Customer Service & Communication

• Provide courteous, efficient, and consistent service

• Update stakeholders promptly during incident handling

• Ensure high-quality communication across teams

📘 Knowledge Management

• Create and update training material for internal knowledge sharing

• Participate in team meetings and highlight new or high-impact system anomalies

• Stay updated with system updates and new technologies

🤝 Vendor Management

• Maintain productive relationships with technology vendors

• Ensure vendors resolve assigned issues within expected timeframes

• Provide follow-ups to speed up resolution

⭐ Key Competencies

• Strong attention to detail

• Excellent communication and interpersonal skills

• Ability to absorb pressure and perform well under tight deadlines

• Analytical mindset with problem-solving ability

• Collaborative team player

• Friendly, patient, and customer-focused

🧠 Best CV Tips for This Job

✔️ Highlight your technical tools – POS systems, OS environments, ITIL, Nagios, monitoring tools
✔️ Show clear impact – include achievements such as reduced downtime, improved response times, or successful incident resolutions
✔️ Emphasize customer service experience, especially in IT environments
✔️ Add any retail technology exposure (cashier systems, back-office reporting, store hardware)
✔️ Keep CV clear and structured (skills → experience → certifications)