Senior Technical Support & IT Solutions Lead

Lula; Cape Town; Presencial; ZAR 260 000 - 420 000; Tempo integral

Resumo da oferta

Lula in Cape Town is seeking a highly motivated Technical Support Specialist to deliver outstanding help-desk support via phone, email, and live chat. You will assist customers with software and hardware issues and guide them through product usage with clarity and empathy.

You’ll collaborate with the Technical Support Team Lead to improve processes, maintain familiarity with our infrastructure, and implement recommended improvements and optimisations.

Qualificações

• Matric certificate or equivalent.
• A+, N+, and Microsoft certifications essential.
• Experience: 5+ years in technical support; 3+ years with office networking (Ubiquiti) and cloud tech (Microsoft 365, Azure).

Responsabilidades

• Collaborate with the Technical Support Team Lead to improve processes and procedures.
• Maintain in-depth understanding of Lula's infrastructure and services; implement improvements.
• Conduct regular training sessions to keep the 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 technologies and act as escalation point for complex cases.
• Maintain Lula’s office network, schedule updates, and ensure regulatory compliance.
• Design and manage IT solutions and projects with cross-functional teams.
• Facilitate security management and IT asset lifecycle in collaboration with Finance.
• Manage supplier relationships to resolve incidents within SLAs.
• Drive continuous improvement of SLA performance and customer satisfaction.

Conhecimentos

Excellent communication

Problem solving

Prioritization under pressure

Continuous learning

User-centric approach

Formação académica

Matric or equivalent

A+/N+/Microsoft certs

ITIL knowledge beneficial

Ferramentas

ITSM tools

ITAM tools

Ubiquiti networking

Microsoft 365 & Azure

Descrição da oferta de emprego

Lula in Cape Town is seeking a highly motivated Technical Support Specialist to deliver outstanding help-desk support via phone, email, and live chat. You will assist customers with software and hardware issues and guide them through product usage with clarity and empathy.

You’ll collaborate with the Technical Support Team Lead to improve processes, maintain familiarity with our infrastructure, and implement recommended improvements and optimisations.