Job Description

Who are we?

At MiWay, our purpose is to enable people to live their way. We understand that life is not just about "things" but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans by you.

Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things.

We give them products, services, and solutions that enable them to live and enjoy life on their own terms - in their own way.

Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and how we approach adding value within the company.

Build a successful career with us

We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

Purpose of the Position

Department:

Information Technology

Reporting To:

Desktop Support Manager

Location:

KZN Regional Office (On-site)

The Desktop Support (IT Support Technician) role will deliver Level 2 desktop support, administer user-related systems including Active Directory, SCCM, Intune, MFA, Microsoft 365 Admin Center and telephony platforms, provide efficient incident and service request resolution, maintain on-site IT assets, and support call centre technologies while ensuring adherence to SLAs and ITIL practices.



This role requires travel due to regional requirements.

What will you do?

MiWay is committed to enabling people to live their way through a reliable, secure, and customer-focused technology ecosystem.

The IT Support Technician will provide on-site technical support, manage desktop-related service requests, maintain asset integrity for the KZN office, and ensure consistent service delivery within SLA while operating in a fast-paced call-Centre environment.

This role Requires an individual who can work independently while liaising with distributed IT teams to uphold operational excellence and communicate effectively across all levels, from end-users to senior management.

Minimum Requirements

Minimum Qualifications Required

Grade 12 ITIL v4 Foundation Certification (Required) CompTIA A+ (Required) CompTIA N+ or equivalent networking certification (Advantageous) Microsoft Certifications (MD-102 / MS-900 / AZ-900 beneficial) Relevant System Support NQF Level 5 or equivalent Valid driver's license (advantageous due to regional travel if required)

Minimum Experience Required

2-3 Years

Desktop Support / IT Support experience (Level 1 - 2) Experience in a

call-centre environment

(advantageous) Experience with

Jira Service Management

or other ITSM platforms Experience supporting telephony platforms (Genesys Cloud / CIC advantageous)

Deliverables

The successful candidate will be required to perform the following:

Technical Support & Troubleshooting

Provide support on Windows 11, O365, Teams, Outlook Desktop, laptop, and mobile device support Hardware diagnostics & replacements Printer troubleshooting & configuration Network troubleshooting (LAN, Wi-Fi, VLAN basics)

Directory & Identity Services

User provisioning in

Active Directory

Resetting passwords, unlocking accounts Managing distribution groups & security groups Ensuring compliance with joiner/mover/leaver processes

Endpoint Management

Device enrolment and policies via Microsoft Intune Microsoft 365 Admin Center BitLocker & security compliance monitoring Perform basic SCCM administration, including Device and User Collection management

MFA & Security

MFA onboarding, troubleshooting & resets Understanding of Zero Trust fundamentals Support of secure authentication processes

Incident, Problem & Major Incident Management

Logging, classifying, and prioritizing tickets Identifying major incidents, escalating to L3/Manager Ensuring all SLAs are consistently met Root cause data collection for problem management

Telephony & Call Centre Systems

Basic troubleshooting on Genesys Cloud Understanding of legacy CIC telephony systems Ability to escalate telephony outages and track cases Awareness of confidentiality of customer records

The Insurance Application Support (TIA) - Advantageous

Basic navigation Understanding policy lookup processes Logging queries to relevant application support teams

Asset Management (KZN Office Responsibility)

Maintaining asset register accuracy Issuing equipment to staff Returning and retiring assets Serial number tracking & audits Stock level updates and consumable management

Documentation & Reporting

Creating SOPs, work instructions & technical guides Weekly operational reporting Maintaining site documentation and process flows

Stakeholder Management

Communicating clearly with senior management Providing updates during outages Liaising with vendors and service providers

Competencies Required

Strong troubleshooting ability Analytical problem-solving Excellent written & verbal communication Ability to work independently Attention to detail Process-driven mindset Customer-centric behavior Ability to handle pressure in a fast-paced environment Ability to work and collaborate with remote teams.

Knowledge and Skills

Problem Tracking Tools
Computer Installation
Compliance Monitoring
Computer Operations Knowledge
Information Reporting

Personal Attributes

Interpersonal savvy - Contributing independently
Decision quality - Contributing independently
Action orientated - Contributing independently
Optimises work processes - Contributing independently

Core Competencies

Being resilient - Contributing independently
Collaborates - Contributing independently
Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.