Senior Technical Support Specialist

About the role

We are seeking a highly motivated and skilled Technical Support Specialist to join our dynamic support team. The successful candidate will provide outstanding technical support to customers via phone, email and live chat, troubleshooting software and hardware issues and guiding users on product usage.

Key responsibilities

• Collaborate with the Technical Support Team Lead to improve support processes and procedures.
• Maintain in‑depth knowledge of Lula’s infrastructure, services and industry best practices, and recommend improvements.
• Conduct regular training sessions for the support team on product knowledge and technical skills.
• Participate in Incident, Problem and Change Management, including root‑cause analysis and post‑incident reports.
• Provide escalation support for complex cases and ensure timely resolution.
• Maintain, monitor and optimise the office network, including updates, upgrades and compliance.
• Design, implement and manage IT solutions and projects from conception to completion.
• Manage endpoint security, role assignments and access to tools, systems and networks.
• Oversee IT asset management lifecycle, deployment, tracking and disposal in coordination with Finance.
• Work with key suppliers to resolve incidents within agreed SLAs and drive continuous improvement of internal SLA performance.

Required profile

• Matric certificate or equivalent.
• A+, N+ and Microsoft certifications.
• 5+ years hands‑on technical support experience, including 2+ years in a senior support role.
• 3+ years experience with office networking and wireless technologies (e.g., Ubiquiti).
• 3+ years experience with Microsoft 365 and Azure cloud technologies.
• Experience with ITSM and ITAM tools.
• Ability to work under pressure, prioritize tasks and meet deadlines.

Required skills

• A+ certification
• N+ certification
• Microsoft certifications
• ITIL framework knowledge
• Office networking (Ubiquiti)
• Microsoft 365
• Azure cloud
• ITSM tools
• ITAM tools