Job Purpose:

This position entails providing telephonic and on-line technical support to our client base on our POS software, Arch, using SQL as the back-end.

A function of this role is to determine whether a query is a user error or a system error. System errors are referred to Technical Consultant department.

Minimum Requirements:

  • Professional communication skills in English
  • Spoken communication skills in, or understanding of Afrikaans, advantageous
  • BSc (IT) or IT diploma (A+; N+) or MCSE
  • Software experience
  • Microsoft SQL knowledge / experience sought after, however not essential
  • 1 year work experience in an IT environment
  • IT support desk experience advantageous
  • Retail / POS background advantageous

Key Involvement with:

  • Customer Support Manager
  • Customer Support Technical Manager
  • Customer Support Team Leader
  • Clients
  • Customer Support Technicians
  • Data Monitors
  • Call Loggers

Required Behaviours:

  • Responsiveness
  • Conflict Handling
  • Discipline
  • Team Inclination
  • Self-Confidence
  • Resilience
  • Problem Solving
  • Conceptual Application
  • Task Efficiency
  • Professional & Integrity
  • Communication

Career Development Opportunities:

  • Gaining industry-specific expertise in POS and retail
  • In-depth learning of the complex Arch Retail software system
  • Gaining SQL expertise
  • Career development and possible promotion from within
  • Potential for further certifications / qualification

As the nature of our business is not 8-5, please note that shift-work applies.

Weekday Shift:

  • 07h00 - 16h00
  • 08h00 - 17h00
  • 09h00 - 18h00
  • 10h00 - 19h00
  • 11h00 - 20h00
  • 16h00 - midnight / late (upgrade shift).

Weekend shifts:

  • 07h00 - 16h00

Further Shift and Overtime Information:

  • Staff work on average 2 Saturday and 1 Sunday shifts a month. In the week following a Saturday shift you will get 1 day during the week off.
  • Sundays are paid at 1.5 times overtime as Sundays are part of our normal support hours.
  • Public holidays are paid at 2 times overtime.
  • Upgrade shifts are not eligible for overtime.
  • A flat rate per upgrade is paid according to store size.
  • There is a stand-by shift, from 20h00 - 07h00, which is covered by 1 person for 1 week at a time.
  • A stand-by allowance is paid.


Young professionals who want a good start, or to continue growing their IT careers, will find this an exciting company and an excellent opportunity. If you want to be part of a dynamic, innovative and growing organisation, then Spinnaker Software is the place for you.

Wishing you well with your career endeavours.