It Support Engineer

Titan Wealth; Cape Town; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A wealth management firm located in Cape Town is seeking an IT Support Specialist to provide first and second-line support, troubleshoot hardware and software issues, and maintain system performance. The role requires a degree in IT, relevant certifications, and 2-5 years of IT support experience. You will work in a dynamic, hybrid environment with a commitment to personal wellbeing and career development.

Benefits

Competitive salary

20+ days annual leave

Performance-related discretionary annual bonus

Training budget allowance

Hybrid offices in Century City

Qualifications

• 2-5 years of experience in IT support or helpdesk environments.
• Hands-on experience with Windows and business applications.
• Capable of identifying recurring issues and suggesting improvements.

Responsibilities

• Provide first and second-line support for technical issues.
• Respond to service desk tickets and assist users promptly.
• Perform routine maintenance tasks and monitor system performance.

Skills

Troubleshooting hardware, software, and network issues

Strong verbal and written communication skills

Excellent customer service orientation

Ability to prioritize tasks

Education

A degree or diploma in Information Technology

Industry certifications such as CompTIA A+ or equivalent

Tools

Active Directory

Ticketing systems (e.g., ServiceNow, Jira)

Job description

Titan Wealth is a fast‑growing wealth management business, both in the UK and internationally. It has evolved a fairer, more efficient and effective business model, structured to deliver leading advice‑led wealth management services, giving financial advisers and their clients the best opportunity to fulfil their dreams and ambitions.

We provide a dynamic work environment full of opportunity, one where both individual and team initiative and contribution is encouraged, so that together we can deliver better outcomes for our clients over the long term. One shared culture: Multi‑disciplinary teams working together on challenges and masterfully delivering award‑winning, cutting‑edge solutions. An informal atmosphere where leaders are accessible to problem‑solve or provide support – in person or remotely. Your personal wellbeing is front and center with a commitment to making you feel comfortable. Learn more about Titan Wealth.

Responsibilities

Technical Support & Troubleshooting

• Provide first and second‑line support for hardware, software, and network issues.
• Diagnose and resolve technical problems across desktops, laptops, mobile devices, and peripherals.
• Escalate unresolved issues to appropriate teams or vendors.

User Support & Service Delivery

• Respond to service desk tickets, emails, and calls in a timely and professional manner.
• Assist users with system access, password resets, and application support.
• Deliver excellent customer service and maintain high user satisfaction.

System Maintenance & Monitoring

• Perform routine maintenance tasks such as updates, patches, and backups.
• Monitor system performance and availability using appropriate tools.
• Maintain antivirus, endpoint protection, and security compliance.

Hardware & Software Management

• Install, configure, and maintain hardware and software across the organization.
• Manage inventory of IT assets and ensure accurate documentation.
• Support procurement and deployment of new equipment.

Network & Infrastructure Support

• Assist with basic network troubleshooting (e.g., connectivity, VPN, Wi‑Fi).
• Support server and cloud infrastructure under guidance from Infrastructure engineers.
• Maintain documentation of network configurations and changes.

Onboarding & Offboarding

• Set up new user accounts, devices, and access permissions.
• Ensure secure removal of access and data during offboarding.
• Provide IT induction and training for new starters.

Documentation & Reporting

• Maintain accurate records of support requests, resolutions, and system changes.
• Create and update user guides, FAQs, and knowledge base articles.
• Report recurring issues and suggest improvements to processes or systems.

Compliance & Security

• Ensure adherence to IT policies, procedures, and security standards.
• Support audits and compliance checks as required.
• Identify and report potential security risks or breaches.

Requirements

Education & Certifications

• A degree or diploma in Information Technology, Computer Science, or a related field.
• Industry certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation, or equivalent.

Experience

• 2‑5 years of experience in IT support or helpdesk environments.
• Hands‑on experience with Windows and other operating systems, Microsoft, and common business applications.
• Experience supporting hardware (PCs, laptops, printers, mobile devices) and basic networking.

Technical Skills

• Proficiency in troubleshooting hardware, software, and network issues.
• Familiarity with Active Directory, Group Policy, and user account management.
• Understanding of remote support tools (e.g., TeamViewer, AnyDesk, SCCM).
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing systems (e.g., ServiceNow, Jira, Freshservice).

Communication & Customer Service

• Strong verbal and written communication skills.
• Ability to explain technical issues clearly to non‑technical users.
• Excellent customer service orientation and problem‑solving attitude.

Organizational & Analytical Skills

• Ability to prioritize tasks and manage time effectively in a fast‑paced environment.
• Strong attention to detail and documentation practices.
• Capable of identifying recurring issues and suggesting process improvements.

Security & Compliance Awareness

• Understanding of basic cybersecurity principles and data protection practices.
• Awareness of company IT policies and procedures, and ability to enforce them.

Personal Attributes

• Self‑motivated, proactive, and able to work independently or as part of a team.
• Willingness to learn and adapt to new technologies.
• Professional demeanor and reliability.

Why work for us?

Our employees are talented people, distinguished by excellence.

Company Values

• Creativity – we recognise we need new ways of thinking, learning and doing to both improve our own productivity and efficiency as well as to help us stay ahead of competitors.
• Commitment – we are a team with the willingness to put time, effort and energy into driving change in the organisation, going the extra mile.
• Collaboration – we need teamwork amongst ourselves and with partners to generate more innovative, efficient and effective solutions and thereby a greater sense of achievement.

Benefits

• Competitive salary – we keep up with the latest market trends and strive to pay competitively.
• Competitive holiday leave – 20+ days' annual leave (earn an extra day for every year worked, up to 3 extra days).
• Performance‑related discretionary annual bonus.
• Retirement, Risk, and Medical‑Aid contribution – we will contribute to a medical aid of your choosing.
• Training budget allowance for further study or attending conferences, including paid days off to study.
• Hybrid offices – located in Century City, Cape Town.

The Titan Wealth Group is firmly committed to fostering an inclusive and equitable environment for everyone who works with us, regardless of their race, age, gender, sexual orientation, religion, physical ability or disability, or political affiliation.

We believe that having a diverse team allows us to create the best possible outcomes for our clients and team members.

We strive to provide equal opportunities in all aspects of the workplace with respect to recruitment and career advancement, pay and benefits, training and development opportunities and other job‑related activities.