Technical Support Specialist

2 days ago

Cape Town, Western Cape, South Africa Lula Full time
Job Title: Technical Support Specialist

We are seeking a highly skilled and motivated Technical Support Specialist to join our dynamic support team at Lula.

The successful candidate will be responsible for providing exceptional technical support to our customers via various communication channels, ensuring prompt and effective responses to inquiries, issues, and concerns of all kinds and technologies.

Key Responsibilities:
  • Provide best-in-class IT support, ensuring that all customer inquiries are addressed in a timely and professional manner.
  • Manage and maintain our IT asset management (ITAM) tool, ensuring that all records are kept up to date in collaboration with our Finance department.
  • Maintain, monitor, optimize, and support Lula's office network, including resolution of issues, scheduled updates, and upgrades, as well as adherence to regulatory compliance.
  • Collaborate with the Technical Support Team to adopt and implement strategies for improving technical support processes and procedures.
  • Maintain an in-depth understanding of our infrastructure and services, as well as industry trends and best practices, and provide recommendations for improvements and optimizations.
  • 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.
  • Work closely with our key suppliers to ensure that incidents are resolved within our agreed service level agreements (SLAs).
  • Constantly drive improvements to our internal service level agreement (SLA) performance and satisfaction scores.
Requirements:
  • 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 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, 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 any other job inherent checks.

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