Intermediate IT Support Technician
GALXBOY
Johannesburg, Gauteng
Permanent
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Posted 27 February 2026 - Closing Date 08 March 2026

Job Details

Job Description

GALXBOY is a proudly South African streetwear brand that emerged from the underground, rebellious youth culture found in the country’s 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.

 


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