Junior IT Support Specialist

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Provides advanced technical support either remotely or physically to help end-users resolve issues with computer hardware and software by responding to inquiries and requests. Troubleshoots, diagnoses, and addresses problems as well as identifies and implements appropriate IT solutions to enable proper functioning.

• Provide advice and assistance to users to resolve queries and ensure applications and system capabilities are well understood by the business.
• Data Management: Use data management systems to access specific information as and when required.
• Client & Customer Management (Internal): Help manage internal clients by carrying out standard activities and providing support to others.
• Administration: Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems.
• Fault Diagnosis and Correction: Provide initial fault isolation and propose resolution for approval by senior colleagues to limit and address issues promptly.
• Documentation and Backup: Draft and maintain technical and user documentation to a high standard, and create backup files to ensure instant recovery if problems occur.
• Knowledge Management System: Use the knowledge management system to access specific information.
• Operational Compliance: Adhere to organizational policies, security standards, and regulatory codes; support IT audits with evidence and remediation plans.
• Work Scheduling and Allocation: Organize own work schedule and coordinate with support services.
• Personal Capability Building: Engage in continuous learning, certifications, and industry best practices.

ITIL Service Operations Responsibilities

• Incident Management: Restore normal service operation quickly and minimize business impact.
• Problem Management: Identify root causes and implement preventive measures.
• Event Management: Monitor and categorize IT events for appropriate action.
• Access Management: Ensure authorized access and perform periodic reviews.
• Request Fulfillment: Handle user requests efficiently (e.g., assist with password resets, network access, software installations).

ITIL Functions

• Service Desk: Primary point of contact for users, managing incidents and requests.
• Technical Management: Provide technical expertise and resources for IT services.
• IT Operations Management: Perform day-to-day operational activities for IT infrastructure.
• Application Management: Manage applications throughout their lifecycle.

Experience, Skills, And Qualifications

• National Diploma or Degree in Information Technology or equivalent.
• Minimum 2+ years in IT support or related technical role.

Technical Skills

Cloud & Infrastructure:

• Knowledge of AWS SysOps Administration

IT Service Management (ITSM):

• Experience with ServiceNow (for Monitoring, Change/Incident/Support Requests)

Data & Analytics:

• Experience with Basic SQL
• Experience with Power Query
• Experience with Power BI

Integration & Automation:

• Experience with File Based Integration Patterns
• Knowledge of SARS Third Party Integrations (Connect Direct, Direct Web Interface)

Identity & Access Management:

• Experience with Access Management & Access Reviews
• Experience with Privileged Access Management & Privileged Access Reviews
• Experience with SailPoint

Governance, Risk & Compliance:

• Key IT Controls (as defined by CISO in Risk Policies & IT Standards)
• Knowledge of Reportable Financial Controls and attestation processes
• Knowledge of IT Risk Management
• Knowledge of IT Security Standards
• Experience with external IT Audits Engagement and Evidence Response

Agile & Collaboration Tools:

• Agile Bootcamp
• JIRA
• Confluence
• Draw.io
• Microsoft 365 (Outlook, Word, Excel, PowerPoint)

Soft Skills

• Strong problem-solving and troubleshooting ability
• Excellent communication and interpersonal skills
• Ability to work independently and collaboratively
• Time management and organizational skills
• Adaptability to new technologies and processes
• Attention to detail and accuracy
• Customer service orientation

Skills

Computer Literacy, Database Administration, Database Management Systems (DBMS), Database Queries, Data Controls, Document Management, Executing Plans, Expertise Management System, Knowledge Management, Metadata Management, Object-Oriented Database Management System (OODBMS), Office Systems, Oral Communications, Policies & Procedures, Test Case Management

Competencies

Collaborates

Communicates Effectively

Decision Quality

Ensures Accountability

Manages Complexity

Optimizes Work Processes

Plans and Aligns

Tech Savvy

Education

NQF Level 3 & NQF Level 2 - Below school leaving

Closing Date

09 December 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!