Systems Support Analyst II

1 day ago


Stellenbosch, Western Cape, South Africa Capitec Client Care Full time

Job Overview

About the Role

We are seeking a highly skilled Technical Operations Specialist to join our team. As a key member of our IT department, you will be responsible for providing technical support and assistance to our users.

Your primary objective will be to resolve technical issues efficiently and effectively, ensuring minimal disruption to our services. To achieve this, you will need to possess excellent problem-solving skills, as well as the ability to communicate complex technical information to non-technical stakeholders.

The ideal candidate will have a strong background in systems administration, with experience in troubleshooting and resolving technical issues. You will also be expected to work collaboratively with other teams to identify and implement process improvements.

In return, we offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a motivated and experienced IT professional looking for a new challenge, please submit your application.

Key Responsibilities:

  • Daily Support on User and Client Queries
    • Monitor and investigate incoming user and client queries
    • Identify and confirm the scope and boundary of the problem through liaison within own team and other departments
    • Conduct research (e.g., Internet, request assistance from more experienced team members) to identify best course of action to address the more advanced queries
    • Implement corrective actions to address the more advanced queries
    • Provide feedback response to the requesting client facing department/party within an agreed timeframe, managing appropriately any conflict that arises with stakeholders
  • Real-time Monitoring of the System(s)
    • Daily application of relevant monitoring tools to monitor the system
    • Identify potential system related issues
    • Investigate system related issues to identify the source
    • Escalate issue to and inform relevant line managers
    • Implement corrective actions to address the system related issue
    • Provide feedback to user upon resolution of query/issue
  • Business Requirements, Systems Development and Review for Small System and Operational Tasks
    • Responsible for compiling business requirements for small system and/or operational improvements
    • Complete Integration and/or UAT tests
    • Perform basic system configuration
    • Apply relevant development tools (e.g., SQL) to complete ad-hoc data extractions
    • Develop necessary reports
  • System Support Improvement
    • Apply technical know-how to support and develop less experienced system support team members, taking opportunities to coach and/or mentor
    • Support and maintain standards through the oversight of quality assurance within a systems support environment
    • Contribute to improvements and new developments in a systems support environment


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