Job Description
Cape Town – Western Cape – South Africa
- Deliver responsive and effective 1st/2nd line support for software, hardware, and core applications via ServiceNow, Microsoft Teams, walk-ups, or phone.
- Accurately log and manage incidents and service requests, maintaining detailed records in line with ITIL best practices.
- Provide clear, user-friendly communication and technical guidance to end-users of varying technical abilities.
- Maintain and update tickets with relevant progress notes and status updates.
- Own incidents from initial report to resolution, ensuring minimal handovers and timely follow-ups.
- Prioritize and manage multiple open cases, escalating as needed with full context and troubleshooting steps taken.
- Use tools such as Microsoft Copilot, Power Automate, and ServiceNow Virtual Agent to streamline tasks and improve user experience.
- Proactively diagnose and resolve issues, leveraging logs and monitoring tools to prevent repeat incidents.
- Collaborate with internal technical and product teams to resolve complex or systemic issues.
- Maintain real-time communication with users during incidents to ensure a positive and transparent support experience.
- Contribute to and update the knowledge base to enable user self-help and team learning.
- Analyse support trends to identify recurring issues, suggesting process improvements and automation opportunities.
- Perform user administration tasks: password resets, AD group updates, etc.
- Participate in on-call and after-hours support on a rotational basis.
- Promote self-service portals and digital adoption, educating users on best practices.
- Uphold company policies regarding data security, compliance, and confidentiality.
- Share knowledge, mentor team members, and promote a collaborative team culture.
- Degree in Information Systems, Computer Science or a related field (or equivalent experience).
- 3+ Years of experience in IT Support, Service Desk or IT Service Management with a focus on remote support and high-volume requests.
- ITIL knowledge and experience applying ITSM best practices.
- Strong troubleshooting and problem-solving skills for software, hardware and cloud environments, supporting users remotely across different locations.
- Proficiency with Microsoft 365, Windows 10/11, Azure, Intune, OneDrive, SharePoint and Teams.
- Knowledge of IT asset and application management, including Citrix, Bloomberg, FactSet, ThinkFolio or Charles River.
- Experience with IT security tools such as Mimecast, anti-virus solution and endpoint security platforms.
- Experience with endpoint monitoring tools (e.g. SysTrack) for proactive troubleshooting and automation.
- ServiceNow expertise – administration, configuration, development, workflows, automation and integrations.
- Tech-first mindset, embracing AI and automation driven tools like PowerApps, Microsoft Copilot.
- Excellent communication skills clear, proactive and user focused support.
- Ability to work independently and collaboratively within a fast-paced, evolving IT environment.
- A client focused and collaborative approach.
- Ability to analyse, interpret and assimilate information.
- Driven by results.
- The ability to approach and own and continuously seeks out opportunities for development.
How to Apply
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About Other IT/Computer Jobs in Western Cape
The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.
The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.
The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.
To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.
Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.
Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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