Senior It Support Specialist

Royal Tyres; Durban; On-site; ZAR 300 000 - 400 000; Full time

Job summary

An established company in Durban is seeking a Senior IT Support Specialist to lead second-line support, mentor junior staff, and optimize IT systems. The ideal candidate holds a Master’s degree and has 5+ years of experience in IT support, particularly with SAP systems. The role requires strong leadership and communication skills, along with a proactive approach to enhancing IT infrastructure and support services.

Qualifications

• Advanced proficiency in programming languages with extensive experience in SAP.
• Minimum 5 years in IT support or systems role.
• Experience in a leadership capacity preferred.

Responsibilities

• Lead troubleshooting and optimization of programming-related issues.
• Manage and optimize IT infrastructure including servers and networks.
• Supervise helpdesk operations to ensure high service levels.

Skills

SAP environments

T-SQL

Database management

Leadership

Problem-solving

Communication

Education

Master’s degree in IT or related field

Tools

ServiceNow

Jira

SQL Server Management Studio

SAP HANA Studio

Job description

The Senior IT Support Specialist role is an advanced position for an experienced IT professional to lead and provide second‑line support across programming, SAP systems, database queries, and IT infrastructure. This role involves overseeing the helpdesk, mentoring junior staff, resolving complex user queries, and optimizing IT systems for efficiency.

Key Responsibilities

• Lead troubleshooting, development, and optimization of programming‑related issues with a strong emphasis on SAP systems; design and implement solutions for complex SAP integrations, customizations, and module enhancements.
• Develop, optimize, and maintain complex T‑SQL and SAP HANA queries, including stored procedures, views, and performance tuning to support business intelligence and data analytics needs.
• Handle escalated IT issues from first‑line support, providing in‑depth troubleshooting and resolution for software, hardware, and application problems.
• Manage and optimize IT infrastructure, including servers, networks, cloud environments, and security protocols, while leading incident response and root cause analysis.
• Supervise the helpdesk operations, including ticket escalation, workflow optimization, and performance reporting to ensure high service levels and user satisfaction.
• Oversee the maintenance and auditing of the IT asset register, implementing processes for accurate tracking, lifecycle management, and compliance with regulatory standards.
• Engage with senior stakeholders and users via telephone, meetings, or presentations to gather requirements, provide expert advice, and drive IT initiatives.
• Develop comprehensive documentation, policies, and advanced reports on IT metrics, asset status, and system performance; contribute to knowledge base enhancements.
• Conduct proactive system monitoring, performance analysis, and implementation of improvements to enhance reliability and scalability.
• Mentor junior IT staff, lead cross‑functional projects, and collaborate with other departments to align IT strategies with business objectives.

Required Qualifications & Experience

• Master’s degree in Information Technology, Computer Science, or a related field; advanced certifications (e.g., SAP Certified Application Associate, Microsoft Certified: Azure Administrator, CompTIA Network+) are highly desirable.
• Minimum of 5 years in an IT support or systems role, with proven expertise in SAP, database management, and infrastructure support.
• Experience in a leadership or supervisory capacity is preferred.

Essential Skills and Knowledge

Technical Skills: Advanced proficiency in programming languages and concepts, with extensive experience in SAP environments; expertise in writing, debugging, and optimizing complex T‑SQL and SAP HANA queries.

Systems Understanding: In‑depth knowledge of IT systems, including multi‑platform operating systems (Windows / Linux / Unix), advanced databases, enterprise applications, and virtualization technologies.

Networks and Desktop Support: Comprehensive understanding of networking (e.g., VLANs, VPNs, routing protocols) and desktop support (e.g., endpoint management, imaging, and security).

Asset Management: Proficient in IT asset management systems, including inventory auditing, software license compliance, and asset lifecycle strategies.

Problem‑Solving: Strong analytical and strategic thinking skills to resolve complex technical challenges and implement innovative solutions.

Communication: Superior verbal and written communication skills, with the ability to articulate technical information to diverse audiences, including executive‑level stakeholders.

Tools Proficiency: Expertise in helpdesk platforms (e.g., ServiceNow, Jira), ERP systems like SAP, database tools (e.g., SQL Server Management Studio, SAP HANA Studio), asset management software, and remote diagnostic tools.

Soft Skills: Leadership‑oriented, with excellent project management abilities, attention to detail, and the capacity to thrive in high‑pressure, dynamic environments.

Personal Attributes

• Strategic thinker with a proactive mindset toward emerging technology trends and best practices.
• Collaborative leader who excels in team environments while driving independent initiatives.
• Highly reliable, with a strong emphasis on data security, ethical practices, and continuous improvement.
• Adaptable to rapidly changing IT landscapes, committed to ongoing professional development.

Correspondence will only be entered into with shortlisted candidates who meet the criteria for the role. Strictly EMAIL, no telephonic queries will be entertained.

Closing Date is 24 October

• Job Type: Full‑time
• Work Location: In person