IT Support Specialist

6 days ago

Cape Town, South Africa Electrum Payments Full time

The Company

Electrum is the next-generation cloud-native payments technology company.

Since 2012, we have established ourselves as a respected partner to banks, retailers and mobile network operators through our deep expertise and track record in delivering trusted enterprise-grade payments solutions.

We’ve built a reputation in providing solutions for high-volume payment schemes and services that enable our clients to deliver to their customers at scale. We love that the projects we work on touch the lives of millions of South Africans daily, making a real difference.

The Opportunity

As the IT Support Specialist, you will have the opportunity to be the go-to expert for resolving Electrum's IT challenges, ensuring the smooth operation of our IT systems, and empowering our team with reliable technology solutions.

Just as we’ve built a reputation for delivering high-volume payment solutions that enable our clients, we hold ourselves to the same high standards for ensuring our team receives top-tier IT support, empowering staff with seamless technology experiences and enhancing the overall workplace environment.

In this onsite role, you will play a critical part in delivering this experience, maintaining the efficiency and security of our IT infrastructure and minimising disruptions to our team.

Requirements

Key Requirements

- Technical Assistance: Serve as the first point of contact for employees experiencing technical issues. Respond to support tickets and inquiries via phone, email, or chat, providing timely resolutions.

- Troubleshooting: Diagnose and resolve problems related to desktops, laptops, operating systems (Windows, macOS, Linux), and common business applications. Address issues with printers, mobile devices, and network connectivity.
- System Setup & Configuration: Set up new user accounts, configure email and collaboration tools, and install hardware and software as needed. Perform system upgrades and patches to ensure security and functionality.
- Maintaining IT Systems: Monitor system performance, collaborate with IT teams, and assist with software updates and security patches.
- Asset Management: Track IT assets, maintain inventory records, and manage the procurement and decommissioning of IT equipment.
- User Account & Access Management: Manage user accounts and permissions, handle onboarding and offboarding processes, and ensure appropriate access.
- Documentation & Knowledge Base: Document technical issues and solutions, build an internal knowledge base, and keep records of recurring problems.
- Training & Support: Provide training on IT systems, software, and best practices. Offer guidance to non-technical employees to enhance their IT skills.
- Security Compliance: Ensure compliance with security policies, implement security measures, and assist with enforcing password policies and multi-factor authentication.
- Collaboration & Escalation: Work with IT department members to resolve complex issues and escalate unresolved problems to specialised teams as needed.

Educational Qualifications:

- BSc in Computer Science / Information Systems, BTech/MTech in Information Technology, or relevant accredited IT courses.
- CompTIA A+ certification or 2+ years relevant work experience.
- CompTIA N+ certification or 2+ years relevant work experience.

Relevant Experience:

- Strong knowledge of operating systems, hardware, and software applications.
- Excellent problem-solving and troubleshooting abilities.
- Effective communication skills for conveying technical information to non-technical users.
- Familiarity with ticketing systems and helpdesk tools.

Benefits

...and a bit about our culture

A good work-life balance is very important at Electrum. To help you manage your own time and energy, Electrum offers benefits such as:

- Onsite gym and shower facilities
- Daily cooked lunches and a stocked kitchen for the mid-day nibbles
- Team socialising, hikes, getaways, and dinners

We have created a safe, transparent environment where we know mistakes happen, and that’s okay. We even have a 3 step approach to dealing with them:

1. Tell everyone about it
2. Fix the mistake
3. Tell everyone about it

You are responsible for your actions – both the successes and the failures.

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