Junior Solution Support Engineer

About the Position

SARS is looking for a motivated, customer-focused, and technically inclined Junior Solution Support Engineer to join the Solution Support team. The ideal candidate will have a passion for technology, problem-solving, and service delivery, with a strong willingness to learn and grow within a dynamic IT operations environment. The successful candidate will provide first and second-line support for business-critical applications and Microsoft technologies, assist with incident and problem management, and contribute to maintaining system availability and performance across multiple platforms, including Microsoft 365, Copilot, SAS, and scanning solutions. The role requires strong analytical skills, effective communication, and the ability to work both independently and collaboratively in a 24/7 operational environment.

Job Purpose

Undergo training to assist in managing the relationship between Service Delivery, the business and service providers to ensure the SARS IT services are available, responsive and performing well at all times, but particularly so during periods of high volumes. Understanding of the integration layers across the organisation landscape to assist with troubleshooting.

Education and Experience

Minimum Qualification & Experience Required

National Diploma (NQF 6) or Higher Certificate (NQF 5) in Information Technology AND 2 years' experience in SAS, End User Support; Supporting Microsoft products: Ms – Windows 11, O365, Copilot and Azure administration environment.

OR

Senior Certificate (NQF 4) AND Relevant IT Qualification (s) / Certification (s), AND additional requirements specified in Min Functional requirements, where applicable.

ALTERNATIVE #
Senior Certificate (NQF 4) AND 3 years' experience SAS, End User Support; Supporting Microsoft products: Ms – Windows 11, O365, Copilot and Azure administration environment.

Minimum Functional Requirements

Working experience in software and end-user support.

Job Outputs:

Process

• Communication of transactional outputs and queries in area of work according to policies and quality requirements.


• Contribute to the development & improvement of area specific standards, procedures and processes to ensure continued quality and service improvement.


• Contribute to the successful implementation of change initiatives by providing support in area of work.


• Deliver on contracted performance objectives and escalate unresolved delivery and quality issues to management and process owners.


• Draw on own knowledge and experience to identify and develop solutions that leads to improved service delivery and quality.


• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of work.


• Report on transactional and process activities within set guidelines to provide timely information for decision making.


• Perform Technical Support


• Undergo training to perform the following: To develop portions of a solution, perform unit & technical testing, configure and support one solution/product of the SARS solutions across all environments.


• Manage Configuration – understand & document physical and logical perspective of the IT infrastructure and the IT services being provided.


• Manage Incidents - focus on the day-to-day process that restores normal acceptable service with a minimal impact on business.


• Manage Problems – assist in diagnosing the root causes of all incidents in an effort to proactively eliminate and manage them

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify and escalate risks.

People

• Search for, integrate and share new knowledge attained through formal and informal learning opportunities in the execution of your job.


• Drive own performance and development in order to achieve and improve on work outputs in line with required response time, quality and service delivery standards.


• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives.

Finance

• Adhere to specified policies, standards, legislation and procedures to prevent wastage on resources, unauthorised expenditure and wasteful expenditure and report violations.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.


• Ensure client satisfaction by engaging and delivering a service that is consistent, seamless, and quick and error free.

Behavioural Competencies

• Accountability


• Attention to detail


• Building Sustainability 


• Conceptual Ability


• Fairness and Transparency


• Honesty and Integrity


• Respect


• Trust

Technical Competencies

• Business IT Systems 


• Computer Literacy 


• Functional Policies and Procedures 


• Planning and Organising  


• Problem Analysis and Judgement  


• IT Knowledge 


• IT Systems 


• IT Applications 


• Reporting


• IT Project Management 


• Procurement Knowledge 

Compliance Competency

• GOC Confidential

Employment Equity

The Employment Equity policy of SARS will be considered as part of the recruitment and selection process and Persons with Disabilities are encouraged to apply. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening, case study, pre-assessment, psychometric assessment and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance where applicable.

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Recruitment Fraud Alert: SARS never asks for payment for vacancies, interviews, or appointments. Any such request is a scam.

SARS official reporting channels: [email protected]; [email protected]; [email protected]; SARS Hotline number (0800 00 28 70).