Technical Support Specialist I

About the role

Capitec is seeking an energetic Technical Support Specialist I to join its banking technology team. You will be the first point of contact for users, diagnosing and resolving incidents across software, hardware, connectivity and business applications while delivering a consistent, professional support experience.

Key responsibilities

• Receive, troubleshoot and resolve assigned incidents and service requests within agreed service levels.
• Perform first‑level technical diagnosis for software, hardware, network and access issues.
• Document resolutions, update knowledge articles and follow structured service‑desk processes.
• Utilise approved AI and automation tools to improve resolution quality and reduce repeat incidents.
• Identify opportunities for knowledge base enhancements and automation improvements.

Required profile

• 2‑3 years of experience in a technical support or IT service delivery environment.
• Proven ability to diagnose and resolve complex software, hardware or network problems.
• Experience working in a structured service‑desk setting with incident, problem and change management processes.
• Demonstrated contribution to knowledge‑base or documentation updates.
• Relevant IT qualification (e.g., Computer Science, Technical Support) and preferably an AWS Practitioner certification.

Required skills

• Ivanti, ServiceNow or Jira Service Management (ITSM tools).
• Advanced troubleshooting across software, hardware and networking domains.
• Automation or AI‑assisted support tools.
• Analytics, reporting and dashboarding tools.
• Basic understanding of cybersecurity practices and banking application environments.