Senior Technical Support Specialist

2 weeks ago


Cape Town, Western Cape, South Africa Lula Full time

WHAT WE DO

We're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on it

Our purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.

Speaking of love, we're looking for Lulas who love to make a difference to join our team and change the game.

OVERALL PURPOSE

We are seeking a highly motivated and skilled Technical Support Specialist to join our dynamic support team. The successful candidate will be responsible for providing outstanding technical support to our customers via various communication channels, such as phone, email, and live chat. You will assist users in troubleshooting software and hardware issues, resolving technical problems, and guiding them through product usage and best practices. Your ability to communicate technical information clearly and empathetically will be crucial to ensuring customer satisfaction and loyalty.

Responsibilities will include:

  • Collaboration: Collaborate with the Technical Support Manager to adopt and implement strategies for improving technical support processes and procedures.
  • Technical Expertise: Maintain an in-depth understanding of our infrastructure and services, as well as industry trends and best practices. Provide recommendations and assist with implementation of improvements and optimisations.
  • Training and Development: Conduct regular training sessions to keep the technical support team up-to-date with product knowledge, technical skills and best practices.
  • ITSM & ITIL: Be a key member involved in Incident and Change Management and in the development of Problem and Request Management. This will include in depth root cause analysis (RCA) and post incident reports (PIRs).
  • IT Support: Provide Lula with best-in-class IT support, ensuring prompt and effective responses to inquiries, issues, and concerns of all kinds and technologies. Act as an escalation point for complex cases, working closely with the Technical Support Manager to resolve critical problems.
  • Network Support: Maintain, monitor, optimise and support Lula's office network. This will include resolution of issues, scheduled updates and upgrades as well as adherence to regulatory compliance.
  • Security Management: Facilitate the role assignments and access to various Lula tools, systems, networks and office spaces ensuring that regulatory compliance and best practices are adhered to.
  • Hardware and Software Management: Manage and maintain our IT asset management (ITAM) tool, ensuring that all records are kept up to date in collaboration with our Finance department.
  • Supplier Management: Work closely with our key suppliers to ensure incidents are resolved within our agreed service level agreements (SLAs).
  • Continuous Improvement: Constantly drive improvements to our internal service level agreement (SLA) performance and satisfaction scores.

THE COMPETENCIES WE'RE AFTER

  • Quick learner
  • Ability to work collaboratively
  • High attention to detail
  • Self-motivated
  • Highly credible and trustworthy
  • Open and honest
  • Strong planning skills and ability to prioritise
  • Adaptable and flexible
  • Resilient to change and ambiguity

THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR

  • Matric certificate or equivalent
  • A+, N+, ITIL and Microsoft certifications advantageous
  • 5+ years of experience in technical support or IT infrastructure role
  • Experience with ITSM and ITAM tools essential
  • Experience with office networking and wireless technologies essential
  • Experience with Microsoft 365 and Azure cloud-based technologies is advantageous
  • Excellent problem-solving and troubleshooting skills, with a keen eye for detail
  • Outstanding communication and interpersonal skills, with a user-centric approach
  • Familiarity with a wide range of software, operating systems, and hardware components
  • Ability to work under pressure, prioritise tasks, and meet deadlines
  • A proactive, self-driven attitude with a passion for continuous learning and improvement

ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS

Please note that all appointments are subject to our background checking process, which may include Credit, Criminal and any other job inherent checks




  • Cape Town, Western Cape, South Africa Sabio Full time

    Technical Support Specialist - Avaya Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions. Sabio provides expertise and solutions that our customers' need to respond to the ever-changing...


  • Cape Town, Western Cape, South Africa Sabio Group Full time

    Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions. Sabio provides expertise and solutions that our customers' need to respond to the everchanging world. Our powerhouse products and...


  • Cape Town, Western Cape, South Africa Lulalend Full time

    We're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on itOur purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.Speaking of love, we're...


  • Cape Town, Western Cape, South Africa Dimension Data Full time

    FunctieomschrijvingDo you want to work for a company that offers career progression? Do you want to make an impact on the company's business? What about financial incentives and bonuses? Are you tired of working long hours with low pay or no benefits? Apply for this Senior Networking Technical Specialist roleAs a Networking Technical Specialist, you'll be...


  • Cape Town, Western Cape, South Africa West Coast Personnel Full time

    Technical Product Support Specialist Northern Suburbs Cape Town Salary dependent on experience If you are technically savvy, detail-oriented, have SQL experience and are eager to learn, wed love to hear from youKey Requirements:Computer literate with strong technical abilityExcellent attention to detailExcellent communication skills (Afrikaans &...


  • Cape Town, Western Cape, South Africa Sabio Group Full time

    Through a unique combination of expertise, technology, and insight, we will guide your business in the creation of exceptional end-to-end digital customer experiences. Putting your customer at the heart of your organisation. We work across industry verticals, with some of the world's largest organisations, to transform their customer experience, reduce...


  • Cape Town, Western Cape, South Africa Debt Collection Full time

    Job descriptionAbout Us:iContactBPO is seeking experienced call center agents to support our English-speaking US and European customers. As an English + French Support Specialist, you'll deliver exceptional customer service for retail software and equipment in a first-line tech support role.Role details: 5 days/40 hours per week in Cape Town. 3stage...


  • Cape Town, Western Cape, South Africa SA Commercial (Pty) Ltd Full time

    Dutch Technical Support Specialist We are actively seeking experienced call center agents to join our team, providing exceptional customer service for retail software and equipment in a first-line tech support capacity. This role focuses on supporting English-speaking US and European customers, and it is a premise-based position based in...


  • Cape Town, Western Cape, South Africa Sabio Group Full time

    Through a unique combination of expertise, technology, and insight, we will guide your business in the creation of exceptional end-to-end digital customer experiences. Putting your customer at the heart of your organisation. We work across industry verticals, with some of the world's largest organisations, to transform their customer experience, reduce...


  • Cape Town, Western Cape, South Africa Lula Full time

    WHAT WE DOWe're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on itOur purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.Speaking of love,...


  • Cape Town, Western Cape, South Africa Health Solutions Full time

    Introduction Through our clientfacing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect...

  • Senior Specialist

    2 weeks ago


    Cape Town, Western Cape, South Africa LRI Invest Full time

    Senior Specialist - Middle Office - Cape TownSummary of the positionThe Senior Specialist - Middle Office will be responsible for all aspects relating to the delivery for the start of day portfolio and reporting validation; system reconciliation; and client query support & resolution to specific clients. The Senior Specialist - Middle Office will combine...


  • Cape Town, Western Cape, South Africa HR Support Full time

    Duties & Responsibilities Liaise with other departments within the company as required to ensure accurate responses are provided to both customers and team members. Ensure any required actions are quickly and accurately taken relating to the nature of the correspondence. Ensure all required systems are kept updated with details of the customer's...


  • Cape Town, Western Cape, South Africa CTICC Full time

    The main purpose:Responsible for providing specialist ICT and Building Management Systems support, event solutions and services addressing business requirements to staff, clients and delegates. There are a wide range of highly integrated systems which required at a minimum first line diagnostic and repair support. To ensure the provision of prioritized...


  • Cape Town, Western Cape, South Africa Traderoot Full time

    THE COMPANYTHE ROLEThe Support Specialist needs to have a passion for problem solving and must have good communication skills since they will be expected to build and maintain good professional relationships with all Traderoot clients. They will be required to effectively and efficiently escalate product issues for problem resolution interdepartmentally as...


  • Cape Town, Western Cape, South Africa Dimension Data Full time

    FunctieomschrijvingJob Profile SummaryThe Senior Avaya Support Engineer (L4) is responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating and resolving escalated technical incidents and problems...


  • Cape Town, Western Cape, South Africa Vodafone Full time

    Role purpose:The role of the Senior Specialist: Data Design Analyst is responsible to understand business requirements and business priorities by conducting functional analysis of business processes, technical requirements and to lead the realisation of the BI technical delivery. This role shall serve the purpose of a Lead Technical Analyst within the Agile...

  • Technical Specialist

    2 weeks ago


    Cape Town, Western Cape, South Africa Boardroom Appointments Full time

    Key purpose:We are seeking an experienced Technical Specialist with a strong background in Java development to join our team. As a Technical Specialist you will be responsible for providing technical leadership and guidance to the development team. You will work closely with the development team to design, develop, and maintain high-quality, scalable...

  • IT Support Specialist

    2 weeks ago


    Cape Town, Western Cape, South Africa Datonomy Solutions Full time

    We are looking for an IT Support Specialist to join our team in Cape Town - Hybrid.This role supports the smooth running of the production applications and infrastructure and is individually accountable for achieving results through own efforts.Role Description:Supports the running of production applications.Provides 24 x 7 first-line standby / support for...


  • Cape Town, Western Cape, South Africa beBee Professionals Full time

    BeBee Professionals is looking for a Network Support Specialist to join our team in Cape Town.The successful candidate will be responsible for providing technical support and maintenance of the company's network infrastructure. This includes troubleshooting network issues, configuring and maintaining network hardware and software, and providing technical...