Arch is a premier retail management software package, developed, implemented, maintained and supported by Spinnaker Software. Arch is a cutting-edge product that continuously boasts first-to-market product developments.

Job Purpose:

The IT Support Technician is responsible for on-site installations, as well as support of, and consumables sales to our retail client base in the KZN and surrounding regions.

Important duties and responsibilities:

  • Client Calls
  • Conduct Site Audits / Site Surveys.
  • Site Preparations
  • Cabling Installation
  • Hardware Installations / Maintenance
  • Software Installations / Maintenance
  • Troubleshooting
  • Services and Maintenance
  • Client Liaising
  • Fault identification and solutions offering
  • Escalation of more complex fault findings to 3rd Line Technicians
  • Escalation of critical and high priority calls to line manager
  • All related Administration
  • Adhering to and monitoring SLA on calls assigned (SLA guidelines to be followed)
  • Ensuring call logging system (Sysaid) is updated accordingly as per requirement

Key involvement with others:

  • Branch Manager
  • Technical Manager
  • Technical Customer Support Department
  • Senior IT Technicians
  • Other IT Technicians
  • Clients, both telephonically as well as on-site


  • POS / Retail / FMCG experience preferred
  • Microsoft Skills
  • A+ N+ / MCSE / Diploma / Degree
  • SQL
  • Hardware and Software experience
  • Experience in cabling implementation
  • Ability to travel and work long hours
  • Own vehicle
  • Valid license
  • Professional communication skills in English. (Afrikaans a plus factor, however, not essential)


  • Discipline
  • Resilience
  • Conflict handling
  • Self-confidence
  • Responsiveness
  • Conceptual application
  • Task efficiency
  • Attention to detail
  • Positive Attitude
  • Professional communication Skills in English
  • Above average communication skills in Afrikaans
  • Willingness to learn
  • Honesty