Senior IT & Technical Support Architect

Quona Capital; Cape Town; On-site; ZAR 300,000 - 540,000; Full time

Job summary

Lula is seeking a motivated Technical Support Specialist to join our dynamic support team in Cape Town. You will assist customers via phone, email, and live chat, troubleshoot software and hardware issues, and guide users through best practices.

You will collaborate with the team to improve support processes, maintain IT infrastructure knowledge, and deliver training on product knowledge and IT skills. This role emphasizes hands-on problem solving and customer-centric service.

Qualifications

• 5+ years of hands-on experience in a technical support role.
• Certification or working knowledge of the ITIL framework is advantageous.
• 3+ years of experience with office networking and wireless technologies such as Ubiquiti is essential.
• 3+ years of Experience with Microsoft 365 and Azure cloud-based technologies is essential.
• 2+ years experience in a high-pressure, fast-paced environment.
• Experience with ITSM and ITAM tools is essential.

Responsibilities

• Collaboration with the Technical Support Team Lead to adopt and implement strategies for improving technical support processes.
• Maintain an in-depth understanding of our infrastructure and services, and provide recommendations for improvements.
• Conduct regular training sessions to keep the technical support team up-to-date with product knowledge and best practices.
• Be a key member in Incident, Problem, and Change Management with RCA and PIRs.
• Provide IT support across Lula's tools, systems, networks, and office spaces; act as escalation point.
• Maintain and support Lula’s office network, schedule updates and upgrades, ensure regulatory compliance.
• Design and manage IT solutions and projects from conception to completion.
• Manage endpoint vulnerabilities and access controls; ensure regulatory compliance.
• Oversee ITAM lifecycle and liaise with Finance for records.
• Work with key suppliers to resolve incidents within SLAs.
• Drive continuous improvement of SLA performance and satisfaction scores.

Skills

Problem solving

Communication

Customer service

Analytical thinking

Team collaboration

Prioritization

Continuous learning

Education

A+, N+, and Microsoft certifications

ITIL Foundation (advantageous)

Tools

Microsoft 365

Azure

ITSM tools

ITAM tools

Ubiquiti networking

Job description

Lula is seeking a motivated Technical Support Specialist to join our dynamic support team in Cape Town. You will assist customers via phone, email, and live chat, troubleshoot software and hardware issues, and guide users through best practices.

You will collaborate with the team to improve support processes, maintain IT infrastructure knowledge, and deliver training on product knowledge and IT skills. This role emphasizes hands-on problem solving and customer-centric service.