2nd Line Support Agent at Shoprite Holdings

  • Customer Service Jobs In South Africa
  • Full time
  • 1 year ago
  • South Africa
  • Salary Rand 1000-2000 / Monthly
  • Shift Full Time
  • Job Qualifications Grade 12
  • Number of vacancies 5 openings
  • Job experience 3 years
  • Job level Officer

Job Description

The Shoprite Group of Companies South Africa is looking for technically skilled candidates with excellent interpersonal skills for the 2nd Line Support Agent position.

Technical Support Officers troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties.

Moreover, Technical Support Officers need to talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication.

Duties & Responsibilities

The successful applicant will be responsible for but not limited to the following job functions:

Provide 2nd line support

  •  To accurately log all ticket information – ensure full understanding and interpretation of details provided by the enduser
  •  To provide secondline support with a focus on incident resolution

Incident Escalations

  •  To accurately diagnose the problem or request before escalating to the relevant application support specialist.

Skills transfer and Knowledge base updates

  •  Escalate any unresolved problem/request to the relevant application support specialist

Experience in technical system, Skills transfer and Knowledge database updates

  •  Identify required training for the Service Desk
  •  Update the knowledge base and provide guidance to Service Desk Agents on how incidents can be closed and not escalated where possible




  •  Ensure full understanding and interpretation of details provided by the enduser
  •  To continuously communicate to the enduser about steps being taken/progress

Desired Experience & Qualification

Required Knowledge and Experience


  • Matric
  • SDA
  • A+, N+
  • ITIL Foundation


  • MSCE
  • National Certificate in Information Technology – Customer Support  Level 5


  • 5+years IT Service Desk experience
  • Internet, Email (O365)
  • eLearning Systems
  • Retail experience
  • Remote support experience
  • Point of sale experience
  • SAP
  • Working with ITSM, TeamViewer and Monitoring tools
  • Knowledge and Skills
  • Strong verbal and written communications skills with an excellent ability to listen
  • Attention to Detail
  • Interpersonal skills
  • Able to operate as a good team player
  • Has an analytical and logical “mindset” when dealing with issues
  • Excellent Telephone skills
  • Quick and effective decision making

Must be prepared to work overtime, weekends and public holidays on a rotational basis, as well as early and late shifts.

Mode of Application



How to apply: The Shoprite Group of Companies South Africa

Pre-Employment Assessments:

All applicants who meet the above criteria will be required to undergo job related assessments to establish suitability for placement, this includes a verification of qualifications.

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