Solutions Support Engineer - Fixed Term Contract at The South African Revenue Service (SARS)

Job Purpose

• To perform first line support on one up to three integrated bespoke applications throughout its life cycle by performing complex integrated support, helps in testing, operating and improving IT services within IT User Support.

Education and Experience

Minimum Qualification & Experience Required

• National Diploma / Advanced Certificate (NQF 6) in Information Technology AND 2-3 years' experience in End User Support, supporting Microsoft products: Ms – Windows 11, O365, Copilot and Azure administration; of which 1-2 years is at knowledge worker level.

OR

• Senior Certificate (NQF 4) AND IT Qualification (s) / Certification (s) Azure Fundamentals AZ900, Microsoft Certified-Azure Administrator Associate AZ-104, DevOps Engineer AZ-400 AND 2-3 years' experience in supporting Microsoft products: Ms – Windows 11, O365, Copilot and Azure administration AND additional requirements specified in Min Functional requirements, where applicable.

ALTERNATIVE #

• Senior Certificate (NQF 4) AND 5 years’ experience in End User support, Application support, SAS, Microsoft products: Ms – Windows 11, O365, Copilot and Azure administration environment, of which 1-2 years is at knowledge worker level.

Minimum Functional Requirements

• ITIL Certification
• Demonstrate Systems Development and Support experience in a corporate environment
• Demonstrate Business/Systems analysis experience in a corporate environment
• Broad understanding of all facets of Information Technology including SDLC.
• Understanding of diverse set of technologies (including SQL Server, Microsoft Applications/Products and Scanning Applications.
• End user support
• Trouble shooting ability
• Application support

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.
• 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.
• Use practical and applied knowledge and situational judgement to consider policy implications and to arrive at decisions / conclusions.
• Correctly apply applicable legislation, including amongst others policies, procedures, and SOPs in the delivery of work outputs.
• To perform first line support on one up to three integrated bespoke applications throughout its lifecycle.
• To monitor services, capacity & throughput for deviations from acceptable service levels or unplanned interruptions for one up to three SARS integrated bespoke applications.
• To identify, track and resolve recurring incidents permanently to prevent incidents from reoccurring and ultimately alms for no incidents for one up to three SARS bespoke applications.
• To maintain Information about software & hardware configuration Items required to deliver the bespoke solutions services, including their relationships with other Cl's to track Individual configuration Items and the internal configuration of bespoke applications, for one up to three Integrated SARS applications.
• Assist with regularly testing the organization's capability to provide the necessary level of service following an interruption of service for one up to three SARS bespoke integrated applications in line with organisational strategy.
• To gather, analyse, store and share knowledge and information to improve efficiency by reducing the need to rediscover knowledge for one up to three integrated SARS bespoke applications in line with organizational strategy.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify and escalate risks.
• Understand and implement governance control processes and role segregation requirements in area of accountability.  
• Use and understand risk management, governance and compliance policies and processes to identify and manage risks and expose liabilities.  
• Ensure that completed work adhere to relevant policies, procedures, governance and legislative requirements and report on deviations & discrepancies. 

People

• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives.
• Build strong relationships with customers and vendors expressing positive expectations.  
• Be encouragable and a team player, by enabling collaboration with others and commitment to pursuing set goals.  
• Implement appropriate people capacity plans in line with delivery and efficiency targets.

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.
• Implement continuous improvements and shorter turnaround times in line with Service Level Agreements with stakeholders.  
• Provide technical support to staff in the execution of their tasks. 

Behavioural competencies

• Accountability
• Attention to detail
• Building sustainability
• Commitment to continuous learning
• Fairness and Transparency
• Honesty and Integrity
• Problem Solving and Analysis 
• Respect
• Trust

Technical competencies

• Business IT Systems 
• Computer Literacy 
• Customer Relationship Management  
• Functional Policies and Procedures 
• Planning and Organising  
• Problem Analysis and Judgement  
• Reporting 
• IT Knowledge 
• IT Systems 
• IT Applications 
• Reporting
• IT Project Management 
• Procurement Knowledge 
• Customer orientation and focus  

Compliance Competency

• Security Clearance: GOC Confidential
• User Support (IT)  
• Service Level Management (IT) 
• Customer Service Tech (IT)

Deadline:6th February,2026