Technical Support Specialist

7 days ago

Stellenbosch, Western Cape, South Africa Capitec Bank Ltd Full time R80 000 - R120 000 per year

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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1. To see what life at Capitec is all about and complete a short assessment, please click here

2.  Once you have completed the above finalize your application by clicking apply below.

Purpose Statement
  • To provide advanced technical support and root cause analysis for incidents escalated,
    ensuring timely and accurate resolution within agreed service levels. The Technical Support
    Specialist II acts as a knowledge leader — identifying trends, documenting solutions, and
    driving improvements that enhance the effiiciency, accuracy, and automation capability of
    Capitec's Service Desk.
    This role supports Capitec's transformation towards a proactive, quality-driven, and
    digitally empowered support environment by leveraging analytics, process discipline, and
    automation tools (including CoPilot and Power Automate) to improve the service
    experience and reduce recurring incidents.
Experience

Minimum:

  • 2–3 years of experience in a technical support or IT service delivery environment.
  • Proven ability to troubleshoot, diagnose, and resolve complex software, hardware,
    or network issues.
  • Experience providing 2nd Tier or escalated support in a structured environment.
  • Demonstrated experience contributing to knowledge base or documentation
    updates.

Ideal:

  • 3+ years of experience in IT service management, infrastructure, or application
    support.
  • Practical experience in root cause analysis and problem management.
  • Experience with ITSM tools (e.g., Ivanti, ServiceNow, Jira Service Management).
  • Exposure to automation or AI-based support workflows.
  • Participation in Quality Assurance or service improvement initiatives.
Qualifications (Minimum)
  • Certification in Other or Information Technology - Technical Support
Qualifications (Ideal or Preferred)
  • A relevant tertiary qualification in Information Technology - Computer Science or Information Technology - Technical Support
Knowledge

Minimum:

  • Advanced troubleshooting techniques across software, hardware, and networking
    domains.
  • Understanding of ITSM concepts: incident, problem, and change management.
  • Knowledge base management and documentation standards.
  • Understanding of Quality Assurance and continuous improvement frameworks.

Ideal:

  • Proficiency in automation or AI-assisted support tools (e.g., Microsoft CoPilot,
    Power Automate).
  • Familiarity with analytics, reporting, and dashboarding tools.
  • Awareness of cybersecurity practices and compliance frameworks.
  • Knowledge of banking systems, applications, and operational dependencies.
Skills
  • Analytical Skills
  • Attention to Detail
  • Communications Skills
  • Interpersonal & Relationship management Skills
  • Problem solving skills
Conditions of Employment
  • Clear criminal and credit record

Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.

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