Job Description

REF: NO/IS/EUST/20/06/2025

END USER SUPPORT TECHNICIAN

INTERNAL AND EXTERNAL ADVERTISEMENT

FREE STATE/NORTH WEST PROVINCIAL OFFICE (INFORMATION SYSTEMS DEPARTMENT)

Legal Aid SA is a National Public Entity; a key contributor to South Africa's constitutional democracy, providing quality legal services to indigent and vulnerable persons. The organisation has a national footprint in all nine (9) provinces. Legal Aid SA is a credible employer of choice, boasting Top Employer SA accreditation for 16 consecutive years. We offer an exciting Employee Value Proposition with opportunities for development, career growth and an inspiring workplace.



Applications are invited from persons interested to fill the above-mentioned position. The incumbent will be appointed on a permanent basis.

The position is based in Bloemfontein but the candidate must be willing to travel to other offices within the Free State/North West Provinces.

KEY OUTPUTS

Responsible for the provision of application maintenance and support services to users of Legal Aid South Africa. The incumbent investigates problems with software applications, diagnoses root causes and works on fixing them. The position reports to the Business Application Software Manager and works closely with other IS Specialists. Receive and attend to logged incidents for support from business users, investigate problems and other requests for support and determine appropriate actions to take. Prioritise requests in accordance with agreed criteria. Provide correct responses to logged incidents by means of writing SQL Queries; making modifications to system parameters; developing work-around; track, recreate and route workflow tasks and processes; provide training to business users and escalation of incidents to 2nd and 3rd party service providers. Monitor progress of requests for support and ensure users and other interested parties are kept informed. Monitor application logs, messaging systems and application pools, services and report any anomalies to ensure system availability. Assist in testing newly developed applications, system enhancements and bugs. Perform daily systems monitoring and integrations checks. Monitor and resolve daily PPU payments errors. Collaborate with other technical personnel in performing root cause analysis. Proactively enable the 2nd line to resolve incidents without undue escalation. Participate in the daily agile scrum session towards ensuring high quality delivery.

COMPETENCIES (SKILLS, KNOWLEDGE AND ATTRIBUTES) REQUIRED

A recognised Grade 12 certificate plus a three (3) year Computer qualification obtained at a University/Technikon, or other acknowledged tertiary institution. Three (3) years of relevant work experience in an IS Department. A sophisticated collaborative style is advantageous. Experience with querying databases using SQL. Service excellence imperative. Multi-level and diverse stakeholders. Complexity in co-ordinating across organisational levels. Networking with relevant stakeholders. Integration across all business units. Effective working relationship with the IS team. Excellent analytical skills, business acumen and the ability to deal with ambiguity, meet demanding deadlines and manage projects.

BASIC SALARY: Level 9 (

R468,459.00)

plus benefits per annum

A detailed curriculum vitae reflecting practical application of the position outputs and the required competencies as advertised must be submitted by close of business (16:00 pm) on

08 July 2025

, quoting the reference number

NO/IS/EUST/20/06/2025

in the subject line to

recruit [at] legal-aid.co.za

Applicants must replace the [at] with the @ symbol when sending an email. This will format the email address correctly for sending. It is displayed differently on our website as a cybersecurity protection measure.

Enquiries to

Morwesi Tsotetsi, Tel:

011 877 2000

The employment decision shall be informed by the Employment Equity Plan of Legal Aid SA. It is Legal Aid SA's intention to promote equity (race, gender and disability) through the filling of this post(s) with a candidate whose transfer/promotion/appointment will promote representivity in line with the numerical targets as contained in our Employment Equity Plan. Legal Aid SA reserves the right to withdraw posts or not to make an appointment, if by doing so, the interests of Legal Aid SA will be best served.

APPLICANTS NOT CONTACTED WITHIN TWO (2) MONTHS MAY CONSIDER THEIR APPLICATION UNSUCCESSFUL.

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