Technical Operations Support Specialist

About the role

• As we continue to evolve in the connectivity space and queries become more complex, we need someone who is smart, prepared to investigate and able to come up with solutions. You'll work one level above first-line support, taking on the technical incidents and operational issues that need deeper analysis to resolve. Your work keeps Capitec Connect running reliably — and your insights help us build something better.

What you'll be doing

• Investigate technical incidents relating to the device-order journey — for example, orders stuck at a particular system state or incorrectly cancelled — and determine whether the cause is technical or operational
• Investigate Client Value Management (CVM) and rewards-related issues — such as clients not receiving data rewards they are entitled to — and determine why the failure occurred
• Investigate voucher-related queries where clients have purchased a voucher but it has not reflected correctly, and resolve or escalate these appropriately
• Take ownership of incidents that first-line support (Connect Care) cannot resolve, working one level above the T1 function to find answers
• Engage third-party vendors to establish why transactions or technical processes have failed, including investigating timing or communication issues between our systems and vendor systems
• Identify potential common recurring problems and suggest practical solutions
• Assess the scale and priority of identified problems — distinguishing issues that need systemic resolution from those that can be handled pragmatically in the short term
• Identify a business or customer problem and propose a sensible solution, even where the fix is operational rather than technical
• Support operational monitoring over weekends and provide incident assistance when releases require out-of-hours attention
• Develop skills across the broader Capitec Connect product range over time, contributing to a flexible, multi-skilled team that can support a wider range of products and services

What you'll bring

• A genuine drive to investigate — you're analytical, naturally curious and don't stop at the surface-level answer
• The ability to spot patterns across incidents, identify root causes and recommend improvements
• Sound judgement in distinguishing issues that need systemic change from those that can be resolved quickly and practically
• The confidence to say "this does not warrant a major fix right now" — and to propose a sensible interim approach
• Comfort collaborating with development, business and operational stakeholders — including the ability to walk across to a developer, explain a business problem and explore a solution together
• A proactive mindset — you challenge existing processes constructively and recommend improvements without being prompted
• A strong interest in learning, with the adaptability to develop across products and bring different ideas into a growing team
• An interest in emerging technologies such as AI and how they can improve operational support and client experiences

Experience
Minimum

• 5 years in a technical support role, within telecommunications, mobile, fibre, ISP/connectivity or a similar technical environment — the depth and relevance of experience matter more than years alone
• Demonstrated experience investigating and resolving complex or escalated technical incidents, beyond basic first-line troubleshooting
• A track record of progression through support roles, demonstrating initiative and the desire to develop

Advantageous

• Experience in a telecommunications or mobile device support environment — the technical challenges involved are closely aligned with what this role addresses
• Experience working directly with third-party vendors to investigate and resolve technical failures
• Familiarity with rewards, CVM or data-provisioning systems
• Knowledge and technical capability
• A solid technical grounding in telecommunications or connectivity products and the systems that support them
• The ability to read data, spot anomalies and draw logical conclusions about why a process has failed
• Experience using enterprise incident-management, ticketing or support systems — specific platform experience is not required, as technically capable candidates adapt readily to new tools
• An understanding of how device ordering, data rewards or voucher-activation systems work at a technical level is an advantage
• An appreciation of how AI and automation can be applied in an operational support context — for example, enabling clients or agents to get faster, clearer answers to common queries

Skills and behaviours

• Structured analytical thinking and methodical problem solving
• Clear written and verbal communication — able to explain technical findings to non-technical stakeholders
• The ability to manage multiple investigations simultaneously without losing focus or attention to detail
• Collaborative — works well in a small, cross-functional team where everyone's input matters
• Proactive and self-directed — you look for what needs to be done, not just what has been assigned
• Comfortable providing support outside standard business hours when incidents or releases require it

Experience
Minimum/Ideal:

• At least 5yrs working experience in a technical environment with 3+yrs systems related experience in a fast moving, client focussed environment.
• Experience and troubleshooting across the computer / technology environment, exposure to servers, databases, server security, networks, infrastructure etc
• In building and maintaining effective vendor / 3rd party relationships (function specific).
• In a capacity requiring effective communication and pulling multiple components together to achieve end goals.

Qualifications (Minimum)

• Diploma in Information Technology

Qualifications (Ideal or Preferred)

• Certification in ITIL or AWS Foundation

Skills

• Analytical Skills
• Attention to Detail
• Communications Skills
• Decision making skills
• Interpersonal & Relationship management Skills
• Planning, organising and coordination skills
• Problem solving skills
• Conditions of Employment
• Clear criminal and credit record