Senior Technical Support Specialist

About the role

Lula, a fintech company simplifying business funding for South African SMEs, is looking for a Senior Technical Support Specialist to join its onsite support team in the Cape Town office. You will provide both remote and face-to-face technical support to end users, troubleshooting software, hardware, network and systems issues, resolving incidents and guiding users through best practices.

Key responsibilities

• Work with the Technical Support Team Lead to improve technical support processes and procedures
• Maintain deep knowledge of the infrastructure and services, and recommend and help implement improvements
• Run regular training sessions on product knowledge, technical skills and best practices
• Take part in Incident, Problem and Change Management, including root cause analysis and post-incident reports
• Provide IT support, act as escalation point for complex cases and maintain the office network, including updates, upgrades and compliance
• Design, implement and manage IT solutions and projects with other team members and stakeholders
• Manage endpoint vulnerabilities, role assignments and access to tools, systems, networks and office spaces
• Oversee the IT asset management lifecycle, deployment, tracking and disposal, keeping records up to date with Finance
• Work with key suppliers to meet agreed SLAs and drive improvements to internal SLA performance and satisfaction scores

Required profile

• Matric certificate or equivalent
• A+, N+ and Microsoft certifications essential
• 5+ years of hands-on experience in a technical support role
• 3+ years in a Senior Technical Support position
• 2+ years in a high-pressure, fast-paced environment
• Excellent problem-solving, communication and interpersonal skills, with a user-centric approach

Required skills

• Certification or working knowledge of the ITIL framework is advantageous
• 3+ years with office networking and wireless technologies such as Ubiquiti
• 3+ years with Microsoft 365 and Azure cloud technologies
• Experience with ITSM and ITAM tools is essential