Technical Support Specialist

Job title: Technical Support Specialist

Reporting to: Technical Support Manager

Location: Cape Town

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.

If you're looking for a new place to call 'home' that believes in the potential of the broader SME landscape in South Africa and a place where you'll work with awesome people, then Lula's the place for you

We're making business banking fast, human, Lula

Culture Code:

• We Embrace Curiosity- We continuously seek better ways to deliver value with a solutions-over-problems mindset.
• We win as One - We collaborate, build strong relationships, and value diverse perspectives
• We're Driven by Purpose - We are passionate and committed to delivering the best products and services for SME
• We Execute with Ambition - We set ambitious goals, embrace challenges, and deliver 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 be responsible for providing outstanding technical support to our customers via various communication channels, such as phone, email, and live chat. You will assist users in troubleshooting software and hardware issues, resolving technical problems, and guiding them through product usage and best practices. Your ability to communicate technical information clearly and empathetically will be crucial to ensuring customer satisfaction and loyalty.

Responsibilities will include:

• Providing advanced technical support and troubleshooting for complex hardware, software, and system issues, acting as an escalation point for junior team members.
• Administering and maintaining user accounts and devices across Identity, endpoint, and other software solutions, including complex configurations and policy management.
• Proactively monitoring system performance and identifying potential issues, contributing to preventive maintenance.
• Assisting in the deployment, configuration, and management of new hardware and software solutions.
• Collaborating with senior support specialists and other teams on projects, system upgrades, and new technology implementations.
• Documenting detailed support interactions, resolutions, and contributing 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.

THE COMPETENCIES WE'RE AFTER

• 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 and trustworthy
• Open and honest
• Strong planning skills and ability to prioritize
• Adaptable and flexible
• Resilient to change and ambiguity

THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR

• 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 any other job inherent checks.