Senior VIP Technical Support at The South African Revenue Service (SARS)

Job Purpose

• To provide In-house specialised technical support to the SARS executives and their support staff, including daily on-site technical support (SARS Office) and at external sites where SARS executives are in workshops. To facilitate the interaction between various SARS technical teams and technical service providers to find solutions for problems being experienced by the executives and support staff.

Education and Experience

Minimum Qualification & Experience Required 

• National Diploma / Advanced Certificate (NQF 6) in Information Technology and 3 - 4 years’ experience in an IT Support environment, of which 3 years are spent in a Sensitive User support area.

ALTERNATIVE #

• Senior Certificate (NQF 4) AND related IT experience of 6 years’ experience in an IT Support environment of which 3 years are spent in a Sensitive User support area.

Minimum Functional Requirements

• Advanced skills and experience to manage the conference IT Facilities
• ITIL Certification
• Microsoft Office Certification

Additional Technical Competencies

• GOC Confidential - (a) sensitive information, the unlawful disclosure of which may be harmful to the security or national interest of the Republic or could prejudice the Republic in its international relations;(b) commercial information, the disclosure of which may cause financial loss to an entity or may prejudice an entity in its relations with its clients, competitors, contractors and suppliers. E.g. Taxpayer information
• User Support (IT) Proficient in - (Applied theory). Break down objects or ideas into simpler parts and find evidence to support generalisations.
• Compile component ideas into a new whole or proposed alternative solution.
• Can perform the actions associated with the skill without assistance and is recognised within own organisation as "a person to ask" when difficult questions arise regarding this skill.
• Ability to focus on broad issues.
• Capable of coaching others.
• Participate in senior level discussions regarding this competency.
• Consistently providing ideas and perspectives on process or practice improvements.
• Assist in the development of reference and resource materials in this competency.

Job Outputs:

Process

• Accumulate information and provide reports with recommendations applicable to area of specialisation. 
• Apply practical and applied knowledge and act authoritatively on methods, systems and procedures to identify trends and potential risks. 
• Communication of situational interpretation and judgement of work outputs and queries in area of specialisation. 
• Correctly apply policies, practices, standards, procedures and legislation in the delivery of work outputs. 
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of specialisation. 
• Execute process and procedural change, implement the change and provide guidelines and support related to new requirements as a result of the change. 
• Provide specialist input through the investigation of opportunities for operational and process, product and risk optimisation. 
• Use practical and applied knowledge and situational judgement to arrive at decisions. 
• Conduct high level troubleshooting.
• Provide excellent and professional technical IT support and advise on hardware and peripherals with different technologies.
• Resolve/arrange and escalate all hardware and software problems.
• Provide Microsoft Office and SAP support for both Apple and Windows machines.
• Provide boardroom IT Support (VC connections, tele-con connections, presentation setups, Hardware problem resolving on Projectors, VGA connections and telecom unit problems) and to assist when needed with recordings done at boardrooms.
• Conduct computer setup and installation, including liaising with Procurement for ordering of equipment.
• Process 3G applications, submit 3G applications to Service providers and setup of 3G devices for clients.
• Assist with after hour support, e.g. unlocking accounts, international roaming activations, accessing outlook as well as remote access setup and support and reset\unlock Cisco pin codes.

Governance

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

People

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

Finance

• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial costs. 

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service. 
• Ensure own understanding and adherence to customer service delivery and provide specialist support to meet or exceed customer expectations. 

Behavioural competencies

• Accountability
• Analytical thinking
• Attention to detail
• Commitment to Continuous Learning 
• Conceptual Ability
• Expertise in Context
• Fairness and Transparency
• Honesty and Integrity
• Organisational Awareness
• Respect
• Trust

Technical competencies

• Business Administration Skills
• Business Knowledge
• Computer Literacy
• Customer Relationship Management
• Data Collection and Analysis
• Efficiency improvement
• Functional Policies and Procedures
• IT Knowledge
• IT Support
• Reporting
• SARS System Products
• System Thinking
• Technical Expertise
• Trouble Shooting Ability
• Verbal Communication

Deadline:20th March,2026