About us: We started in South Africa, in '91. Back then, change was coming. Along with its challenges came the chance to invest in a better future. Our journey through that time taught us to recognise and embrace change and uncertainty. Change taught us to be bold. Resilient. Agile. To believe that active investing can be a force for good. Today, we manage R2.89 trillion for our clients globally. We still see the world from a different perspective. Whether it is the rise of the East or the rise of the machines, we'll always seek to make the best of it. Best for our clients, best for our company, and the best for the world we live in. We are investing for a world of change. We began as Investec Asset Management, a small start-up based in South Africa offering domestic investment strategies. In 2020, almost three decades of growth later, we de-merged from Investec Group to become Ninety One, an independent asset manager listed on the London and Johannesburg Stock Exchanges. While our name may have changed, we're still the same firm. We offer distinctive investment strategies spanning equities, fixed income, multi-asset, alternatives and sustainability to help institutional investors, those advising others and individuals navigate an ever-changing world. All of our employees have the opportunity to own part of the firm. We also have our founding leadership in place. Our distinctive owner culture allows us to commit to building a long-term, inter-generational business. It supports a business fully aligned with our clients' long-term investment objectives. as at 31 December 2023 Ninety One is an equal opportunities employer. Our imperative is to attract and retain the best talent by providing a corporate environment where people from varying backgrounds can develop professionally and build a rewarding career. About the team: The Support Hub team consists of 6 members globally supporting 1200 staff across various offices globally. This team provides a high level of personable onsite and remote technical service to the entire firm working closely with the various IT teams and external vendors to ensure a stable, efficient, and positive user experience for our end users. We are seeking an enthusiastic, hardworking, and driven individual to join our team. The ideal candidate will be a self-starter with an entrepreneurial mindset, capable of taking initiative and finding innovative solutions. Customer service orientation is paramount, and we are looking for someone who is constantly seeking ways to improve our service to the firm. In this role you will: Provide first, second and third line technical support to multiple teams across different locations, specializing in application software and hardware troubleshooting. Support regional and global workforce both on-site and remotely by utilizing diagnostic tools, extensive troubleshooting, and targeted questioning to effectively identify and resolve technical issues. Field a high volume of end user calls received through various channels (email, teams, walk-up, phone), ensuring accurate and consistent logging and updating of all incidents and requests. Provide clear communication and instructions to users, guiding them through IT-related problems and solutions. Understand and support the data architecture as it relates to data sourced from third parties and internal systems, as well as data required for business applications Resolve incidents within Operations Level Agreement (OLA) and Service Level Agreement (SLA) timeframes. Maintain the technical knowledge base by creating, editing, and publishing articles to Confluence for future use. Escalate unresolved issues to appropriate internal teams while taking ownership of tickets and driving them to resolution. Keep Incidents, Service Requests and Problems up to date with all relevant information on an ongoing basis Continuously and consistently update users with status information regarding their tickets, ensuring effective follow-up. Conduct post-resolution follow-ups with users to ensure their IT systems are fully functional, meets their needs, and efficiently manage multiple open issues simultaneously. Perform user administration tasks such as password resets, user setup, adding or removing users to a distribution list on active directory and basic troubleshooting. Execute queries and scripts (particularly in SQL) to perform simple troubleshooting and use logical reasoning with a systematic series of steps to identify the root causes of incidents. Cultivate positive customer support experience and build strong relationships with stakeholders throughout the organisation. Provide after-hours and on-call support on a rotational basis, ensuring consistent availability for urgent technical assistance. Educate and encourage users to utilize self-service and automation tools for efficient issue resolution. You should consider applying if you have: BCom Information Systems or related degree 3 years of experience working in IT support. Certifications or relevant experience in A, N and areas such as Microsoft Office 365, Windows10/11, Azure, Intune, OneDrive, SharePoint, and Teams. Proficiency with Mimecast, anti-virus software, Citrix, Microsoft Office 365, MDM technologies like Microsoft Intune and cloud technologies such as OneDrive for Business Proficiency in installation and troubleshooting of market applications such as Bloomberg, FactSet and ThinkFolio Background in scripting, including experience with automation of tasks using PowerShell or SCCM. Proficiency in Service Now or similar ITSM toolset Ability to work independently and collaborate effectively within a team and possess a tech-enabled mindset. Good analytical and problem-solving skills. Some of the attributes we look for in a person are: A client focused and collaborative approach. Ability to analyse, interpret and assimilate information. Driven by results The ability to 'approach and own' and continuously seek out opportunities for development. LI-DNI