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    • Senior Technical Support Specialist - Cape Town - Lulalend

    Lulalend
    Lulalend Cape Town

    1 month ago

    Default job background
    Accounting / Finance
    Description

    Job Title: Senior Technical Support Specialist

    Reporting to the Technical Support Manager, this role is based in Cape Town.

    About Lula

    Lula is a FinTech company dedicated to helping small businesses optimise their cash flow. Our purpose is to empower SMEs to manage their businesses better, faster, and more simply, so they can focus on what matters most.

    Job Summary

    We are seeking a highly motivated and skilled Technical Support Specialist to join our dynamic support team. The successful candidate will be responsible for providing exceptional technical support to our customers via various communication channels, including phone, email, and live chat. Key responsibilities include:

    Main Responsibilities

    • Collaboration: Collaborate with the Technical Support Manager to develop and implement strategies for improving technical support processes and procedures.
    • Technical Expertise: Maintain an in-depth understanding of our infrastructure and services, as well as industry trends and best practices. Provide recommendations and assist with the implementation of improvements and optimisations.
    • Training and Development: Conduct regular training sessions to ensure the technical support team stays up-to-date with product knowledge, technical skills, and best practices.
    • ITSM & ITIL: Be a key member involved in Incident and Change Management, and contribute to the development of Problem and Request Management. This includes conducting in-depth root cause analysis (RCA) and post-incident reports (PIRs).
    • IT Support: Provide best-in-class IT support, ensuring prompt and effective responses to inquiries, issues, and concerns of all kinds and technologies. Act as an escalation point for complex cases, working closely with the Technical Support Manager to resolve critical problems.
    • Network Support: Maintain, monitor, optimize, and support Lula's office network, including resolution of issues, scheduled updates and upgrades, and adherence to regulatory compliance.
    • Security Management: Ensure secure access to various Lula tools, systems, networks, and office spaces, adhering to regulatory compliance and best practices.
    • Hardware and Software Management: Manage and maintain our IT asset management (ITAM) tool, ensuring accurate records are kept up-to-date in collaboration with our Finance department.
    • Supplier Management: Work closely with our key suppliers to ensure incidents are resolved within agreed service level agreements (SLAs).
    • Continuous Improvement: Drive continuous improvements to our internal service level agreement (SLA) performance and satisfaction scores.

    The Skills We're Looking For

    • Quick learner
    • Ability to work collaboratively
    • High attention to detail
    • Self-motivated
    • Highly credible and trustworthy
    • Open and honest
    • Strong planning skills and ability to prioritise
    • Adaptable and flexible
    • Resilient to change and ambiguity

    The Requirements

    • Matric certificate or equivalent
    • A+, N+, and Microsoft certifications essential
    • Certification or working knowledge of the ITIL framework advantageous
    • 5+ years of hands-on experience in a technical support role
    • 3+ years of experience with office networking and wireless technologies such as Mikrotik and Ubiquiti essential
    • 3+ years of experience with Microsoft 365 and Azure cloud-based technologies essential
    • 2+ years of experience in a high-pressure, fast-paced environment
    • 2+ years of experience in a Senior Technical Support position
    • Experience with ITSM and ITAM tools essential
    • Excellent problem-solving and troubleshooting skills, with a keen eye for detail
    • Outstanding communication and interpersonal skills, with a user-centric approach
    • Familiarity with a wide range of software, operating systems, and hardware components
    • Ability to work under pressure, prioritise tasks, and meet deadlines
    • A proactive, self-driven attitude with a passion for continuous learning and improvement
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