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

The successful candidate will be required to perform the following:
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.

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