Desktop Support

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.

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 Kosmosdal office, and ensure consistent service delivery within SLA while operating in a fast-paced call-centre environment. This role requires a strong team player who contributes positively to team dynamics,

communicates effectively, shares ideas, and works collaboratively to uphold operational excellence across all levels, from end-users to senior management.

What will make you successful in this role?

Minimum Qualifications Required

• Grade 12
• (Required) ITIL v4 Foundation Certification
• 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
• Knowledge of Mac OS support, including troubleshooting, device setup, and software

support

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)
• Experience supporting Mac OS devices, including troubleshooting, device setup, and

software support

Deliverables

Technical Support & Troubleshooting

• Provide support on Windows 11, O365, Teams, Outlook
• Provide Mac OS support, including troubleshooting, software support, and device setup

where required

• 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 (Kosmosdal 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
• Strong team player with a positive attitude
• Ability to contribute to team engagement and collaboration
• Able to motivate others and contribute ideas within the team
• 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. Deadline to apply 17 June 2026.

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.