Technical Support Specialist I

Apply By : 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:

• To see what life at Capitec is all about and complete a short assessment, please click here!
• Once you have completed the above finalize your application by clicking apply below.

Purpose Statement

• To receive, troubleshoot, and resolve assigned incidents and service requests accurately and within agreed servicel evels, while providing a professional and consistent support experience to Capitec users.
• The Technical Support Specialist I is responsible for effective first-level technical diagnosis across software, hardware, access, connectivity, and standard business application issues, resolving incidents where possible and following agreed processes when further support is required.
• This role supports Capitec's transformation towards a proactive, quality-driven, and digitally empowered support environment by using knowledge articles, accurate documentation, process discipline, and approved AI and automation tools to improve resolution quality, reduce repeat incidents, and identify opportunities for knowledge or automation improvement.

Experience Minimum:

• 2-3 years of experience in a technical support or IT service delivery environment.
• Proven ability to troubleshoot, diagnose, and resolve complex software, hardware, or network issues.
• Experience handling, troubleshooting, and resolving incidents in a structured service desk 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, such as Ivanti, ServiceNow, or Jira Service Management.
• Exposure to automation or AI-based support workflows.
• Participation in Quality Assurance or service improvement initiatives.

Qualifications (Minimum)

• Certification in Information Technology - Computer Science or Information Technology - Technical Support

Qualifications (Ideal Or Preferred)

• A relevant tertiary qualification in AWS Practitioner 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 approved automation or AI-assisted support tools.
• 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
• Problem solving 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.