IT Support Specialist

Role Overview

At Mumzworld, our IT function keeps the business running from the warehouse floor to head office so that every team can focus on serving Mumz across the region without disruption.

We are looking for an IT Support Specialist to be the first line of support for our staff, systems, and devices. This role sits at the intersection of hands-on troubleshooting and proactive infrastructure management combining day to day desktop support with the ability to strengthen our IT policies, manage vendors, and keep operations running smoothly.

The ideal candidate is a solution driven support engineer with strong hardware and software troubleshooting skills, a good grasp of networks and system security, and the ability to work independently in a fast paced, high pressure environment.

What You'll Be Doing

Day to Day IT Support

• Provide IT assistance to staff and customers, resolving logged errors in a timely manner.
• Train end users on hardware functionality and software programs.
• Troubleshoot PDA devices, laptops, PCs, and printers, and act as the first line of fixing/repairing devices before escalating to vendors for higher level repair.
• Consult with IT managers and other departments as required.
  
  

Systems, Software & Network Management

• Monitor hardware, software, and system performance metrics.
• Update computer software, as well as upgrade hardware and systems.
• Maintain databases and ensure system security.
• Maintain working knowledge of firewalls, network printer setup, and WiFi setup.
• Maintain working knowledge of Google Workspace, Outlook, and Windows 10 (MacOS is a plus but not mandatory).
• Set up a backup network to ensure productivity is not impaired at any time.
  
  

Documentation & Process Improvement

• Document processes and perform diagnostic tests.
• Keep track of technological advancements and trends in IT support.
• Conduct weekly asset audits and raise incident reports for any damage to assets.
• Set up and implement a strict IT policy, separate from Tamer but with a similar level of sophistication and restriction, to protect the business without affecting day to day operations.
  
  

Vendor & Cost Management

• Develop a network of vendors for IT to help minimize costs for IT infrastructure.
• Source local vendors for all IT related procurement.
• Reduce the cost of printing across operations.
  
  

Experience

WHAT YOU'LL NEED

The Foundation:

• Bachelor's degree in Computer/Information Technology.
  
  

The Background:

• Proven work experience as a desktop support engineer or support technician.
  
  

The Track Record:

• Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
• Knowledge of popular operating systems, software applications, and remote connection systems.
• Ability to solve complex hardware and software issues.
• Ability to travel and work after hours when necessary.
  
  

Qualifications & Technical Skills

Strong hands on expertise across:

• Firewalls, network printer setup, and WiFi setup.
• Google Workspace, Outlook, and Windows 10 (MacOS a plus).
• PDA devices, laptops, PCs, and printer troubleshooting.
• Good knowledge of MS Office, Excel, and PowerPoint.
  
  

Mindset & Skills

• Strong planning and organizational skills.
• Solution driven with high attention to detail.
• Able to thrive in a high pressure and fast paced environment.
• Self motivated and able to work as part of a team.
• Excellent interpersonal, written, and verbal communication skills.
  
  

Leadership Attributes

Problem Solver:

You take ownership of technical issues end to end, from first response to resolution, and know when to escalate.

Process Builder:

You look for ways to standardize, document, and strengthen IT processes and policies.

Cost Conscious Operator:

You build strong vendor relationships and find smarter, more efficient ways to manage IT infrastructure spend.

Reliable Partner:

You are the go to person staff can count on to keep their systems running.

WHY THIS ROLE MATTERS

The IT Support Specialist plays a key role in keeping Mumzworld's people and systems productive every day minimizing downtime, protecting critical infrastructure, and ensuring the business runs smoothly at every level.

This is an opportunity to take ownership of IT operations, build stronger vendor and infrastructure practices, and contribute directly to the day to day success of a leading ecommerce business.

Who You Are

You are an IT support professional who combines strong technical expertise with a practical, solutions first mindset.

You enjoy solving problems, documenting processes, and improving systems. You are comfortable moving between hands on troubleshooting and longer term infrastructure planning, taking ownership of outcomes, and working closely with teams across the business to keep operations running smoothly.

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