Technical Support Specialist (6 month contract)

Capitec Bank Ltd.; Stellenbosch; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading financial services provider in Stellenbosch is looking for a Technical Support Specialist to provide advanced technical support and root cause analysis. The ideal candidate has 2-3 years of experience in IT service delivery, excellent troubleshooting skills, and a certification in technical support. This role involves leveraging analytics and automation tools to enhance service quality.

Qualifications

• 2–3 years of experience in technical support or IT service delivery environment.
• Pro ability to troubleshoot, diagnose, and resolve complex software, hardware, or network issues.
• Experience providing 2nd Tier or escalated support.

Responsibilities

• Provide advanced technical support and root cause analysis for incidents escalated.
• Identify trends, document solutions, and drive improvements.
• Leverage analytics and automation tools to improve service experience.

Skills

Analytical Skills

Attention to Detail

Communications Skills

Interpersonal & Relationship management Skills

Education

Certification in Other or Information Technology - Technical Support

Relevant tertiary qualification in Information Technology - Computer Science or Information Technology - Technical Support

Tools

Ivanti

ServiceNow

Jira Service Management

Job description

We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1. To see what life at Capitec is all about and complete a short assessment, please click here!

2. Once you have completed the above finalize your application by clicking apply below.

Technical Support Specialist (6 month contract)

• To provide advanced technical support and root cause analysis for incidents escalated, ensuring timely and accurate resolution within agreed service levels. The Technical Support Specialist II acts as a knowledge leader — identifying trends, documenting solutions, and driving improvements that enhance the efficiency, accuracy, and automation capability of Capitec’s Service Desk. This role supports Capitec’s transformation towards a proactive, quality-driven, and digitally empowered support environment by leveraging analytics, process discipline, and automation tools (including CoPilot and Power Automate) to improve the service experience and reduce recurring incidents.

Experience

Minimum:

• 2–3 years of experience in a technical support or IT service delivery environment.
• Pro ability to troubleshoot, diagnose, and resolve complex software, hardware, or network issues.
• Experience providing 2nd Tier or escalated support in a structured environment.
• Demonstrated experience contributing to knowledge base or documentation updates.

Ideal:

• 3+ years of experience in IT service management, infrastructure, or application support.
• Practical experience in root cause analysis and problem management.
• Experience with ITSM tools (e.g., Ivanti, ServiceNow, Jira Service Management).
• Exposure to automation or AI-based support workflows.
• Participation in Quality Assurance or service improvement initiatives.

Qualifications (Minimum)

• Certification in Other or Information Technology - Technical Support

Qualifications (Ideal or Preferred)

• A relevant tertiary qualification in Information Technology - Computer Science or Information Technology - Technical Support

Knowledge

Minimum:

• Advanced troubleshooting techniques across software, hardware, and networking domains.
• Understanding of ITSM concepts: incident, problem, and change management.
• Knowledge base management and documentation standards.
• Understanding of Quality Assurance and continuous improvement frameworks.

Ideal:

• Proficiency in automation or AI-assisted support tools (e.g., Microsoft CoPilot, Power Automate).
• Familiarity with analytics, reporting, and dashboarding tools.
• Awareness of cybersecurity practices and compliance frameworks.
• Knowledge of banking systems, applications, and operational dependencies.

Skills

• Analytical Skills
• Attention to Detail
• Communications Skills
• Interpersonal & Relationship management Skills

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.

Capitec Bank is an authorised financial services provider (FSP 46669) and registered credit provider (NCRCP13). Capitec Bank Limited Reg. No: 1980/003695/06