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Junior Technical Support Specialist – Lula FinTech | Cape Town

📍 Location: Lula FinTech, Cape Town, Western Cape, 8000, South Africa
🕒 Job Type: Full-Time | On-site
🏢 Company: Lula FinTech
📂 Department: Tech Operations / Technical Support
📌 Experience Level: Entry-level / 1-2 Years

Website: https://www.lula.co.za

🚀 About Lula

Lula is a fast-growing, human-centered FinTech startup on a mission to empower South African small businesses to manage cash flow faster and more simply. At Lula, we believe in collaboration, curiosity, and delivering real impact for SMEs, while fostering a culture of ambition and purpose.

Join us to be part of a team that’s reshaping business banking for South Africa’s SME landscape!

🎯 Role Overview

As a Junior Technical Support Specialist, you’ll be the frontline hero for Lula’s customers, delivering exceptional IT and technical support across multiple channels including phone, email, and live chat. Your role will involve troubleshooting software/hardware issues, managing IT assets, maintaining network infrastructure, and supporting continuous improvement initiatives.

🧩 Key Responsibilities

• Provide timely, professional IT support for software, hardware, and network issues.

• Manage and update IT asset records in collaboration with Finance.

• Maintain and optimize Lula’s office network, including troubleshooting and upgrades.

• Maintain accurate ticketing system documentation with excellent hygiene standards.

• Contribute to knowledge base and support documentation creation.

• Collaborate with the support team to improve processes and customer satisfaction.

• Manage user access rights and ensure compliance with security and regulatory standards.

• Liaise with suppliers to ensure SLAs are met and incidents resolved promptly.

• Drive continuous improvement in SLA adherence and customer satisfaction metrics.

🎓 Skills & Experience

• Matric certificate or equivalent required.

• Certifications: CompTIA A+ and N+ required; ITIL and Microsoft certifications advantageous.

• 1-2 years in IT support or infrastructure role.

• Experience with ITSM and ITAM tools essential.

• Familiar with office networking, Wi-Fi, and wireless technologies.

• Experience with Microsoft 365 and Azure cloud technologies is a plus.

• Strong troubleshooting, problem-solving, and communication skills.

• User-focused with the ability to explain technical concepts clearly and empathetically.

• Ability to work under pressure, manage priorities, and meet deadlines.

• Proactive learner with a passion for technology and improvement.

💡 CV Preparation Tips for Applicants

1. Highlight relevant certifications (CompTIA A+, N+, ITIL, Microsoft).

2. Showcase technical support experience including ticketing and asset management.

3. Detail your networking knowledge and experience maintaining office infrastructure.

4. Quantify impact where possible, e.g., reduced ticket resolution time or improved SLA adherence.

5. Demonstrate soft skills like communication, teamwork, and customer focus.

🌈 Equal Opportunity Statement

Lula FinTech is an equal opportunity employer. We are committed to diversity and inclusion and encourage applications from all qualified individuals, including those from designated groups, to promote Employment Equity aligned with South African legislation.

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