Senior Technical Support Engineer - FinTech IT Ops

Lulalend; Cape Town; On-site; ZAR 360,000 - 540,000; Full time

Job summary

Lula seeks a highly motivated Technical Support Specialist to join our dynamic support team in Cape Town. You will provide outstanding technical assistance to customers via phone, email, and live chat, troubleshooting software and hardware issues and guiding users through product usage and best practices.

You will collaborate with the Support Team Lead, maintain infrastructure knowledge, conduct regular training, manage ITSM/ITAM processes, oversee network and IT assets, and drive continuous

Qualifications

• Matric certificate or equivalent.
• A+, N+, and Microsoft certifications are essential.
• ITIL certification is advantageous.
• 5+ years of hands-on technical support experience.
• 3+ years with office networking and wireless tech (e.g., Ubiquiti).
• 3+ years with Microsoft 365 and Azure cloud technologies.
• 2+ years in a high-pressure environment.
• 2+ years in a Senior Technical Support role.
• Experience with ITSM and ITAM tools.
• Excellent problem-solving and troubleshooting skills.
• Outstanding communication and interpersonal skills.
• Familiarity with a wide range of software, OS, and hardware.
• Ability to work under pressure and meet deadlines.
• Proactive, self-driven with a passion for learning.

Responsibilities

• Collaborate with the Technical Support Team Lead to improve support processes.
• Maintain understanding of infrastructure and services; suggest improvements.
• Conduct regular training sessions for the support team.
• Lead ITSM & ITIL activities (Incidents, Problems, Changes; RCA, PIRs).
• Provide IT support and act as escalation point for complex issues.
• Maintain Lula’s office network; schedule updates and upgrades.
• Design, implement and manage IT solutions/projects with stakeholders.
• Manage security: endpoint vulnerabilities, access control, compliance.
• Oversee ITAM/asset lifecycle with Finance collaboration.
• Work with suppliers to resolve incidents per SLAs.
• Drive continuous improvement of SLA performance and satisfaction.

Skills

Problem-solving

Troubleshooting

Communication

Interpersonal skills

User-centric approach

Ability to work under pressure

Proactive attitude

Education

Matric certificate or equivalent

A+ certification

N+ certification

Microsoft certifications

ITIL awareness/certification

Tools

ITSM tools

ITAM tools

Ubiquiti networking gear

Microsoft 365

Azure cloud technologies

Job description

Lula seeks a highly motivated Technical Support Specialist to join our dynamic support team in Cape Town. You will provide outstanding technical assistance to customers via phone, email, and live chat, troubleshooting software and hardware issues and guiding users through product usage and best practices.

You will collaborate with the Support Team Lead, maintain infrastructure knowledge, conduct regular training, manage ITSM/ITAM processes, oversee network and IT assets, and drive continuous