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Technical Support Specialist

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Cape Town, South Africa Lula Full time

Technical Support Specialist Location: Cape Town, Western Cape, South Africa Reporting to: Technical Support Manager What We Do Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimize their cash flow. Our purpose is to help SMEs manage their businesses better, faster, and more simply, so they can spend more time doing what they love. Culture Code We embrace curiosity – continuously seeking better ways to deliver value with a solutions‑over‑problems mindset. We win as one – collaborating, building strong relationships, and valuing diverse perspectives. We’re driven by purpose – passionate and committed to delivering the best products and services for SMEs. We execute with ambition – setting ambitious goals, embracing challenges, and delivering with focus and determination. Overall Purpose 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 our customers via phone, email, and live chat. You’ll troubleshoot software and hardware issues, resolve technical problems, and guide users through product usage and best practices. Clear, empathetic communication is essential to ensuring customer satisfaction and loyalty. Responsibilities Provide advanced technical support and troubleshooting for complex hardware, software, and system issues, acting as an escalation point for junior team members. Administer and maintain user accounts and devices across identity, endpoint, and other software solutions, including complex configurations and policy management. Proactively monitor system performance and identify potential issues, contributing to preventive maintenance. Assist in the deployment, configuration, and management of new hardware and software solutions. Collaborate with senior support specialists and other teams on projects, system upgrades, and new technology implementations. Document detailed support interactions, resolutions, and contribute to the development of comprehensive knowledge‑base articles and technical documentation. Contribute to the identification and implementation of process improvements within the Technical Support function. Participate in the maintenance and optimization of the IT Asset Management (ITAM) system, ensuring accurate inventory and lifecycle tracking. Stay current with evolving technologies, industry best practices, and internal system changes, applying this knowledge to improve support services. Manage vendor relationships for IT support‑related products and services. Plan and implement technical solutions and projects from conception to completion, working closely with other technology departments and stakeholders. Competencies We’re Looking For Strong analytical and problem‑solving abilities. Excellent communication and interpersonal skills. Proactive and self‑motivated with a strong desire to learn and grow. Ability to work collaboratively. Strong organizational skills and meticulous attention to detail. Highly credible, trustworthy, open, and honest. Strong planning skills and ability to prioritize. Adaptable, flexible, resilient to change and ambiguity. Skills and Experience Matric certificate or equivalent. A+, N+, and Microsoft MD‑102 or similar technical qualification are essential. Certification or working knowledge of the ITIL framework is advantageous. 3+ years of hands‑on experience in a technical support role, demonstrating increasing responsibility and technical proficiency. 2+ years of experience with office networking and wireless technologies, such as Mikrotik and Ubiquiti, is essential. 2+ years of experience with Microsoft 365, Microsoft Entra, and Intune. Proficient with Google Workspace administration. 2+ years of experience in a high‑pressure, fast‑paced environment. Experience with ITSM and ITAM tools is essential. 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, prioritize tasks, and meet deadlines. A proactive, self‑driven attitude with a passion for continuous learning and improvement. Please note that all appointments are subject to our background‑checking process, which may include credit, criminal, and other job‑inherent checks. #J-18808-Ljbffr