{"id":4179599,"url":"https://alion.io/job/guard-risk-first-line-support-specialist","title":"First Line Support Specialist","company":{"id":3023500,"name":"Guard Risk","domain":"guardrisk.co.za","url":"https://alion.io/company/guardrisk","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"eRecruit","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sandton, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure DevOps","optional":false},{"name":"Jira","optional":false},{"name":"Azure","optional":true}],"status":"live","first_seen_at":"2026-11-12T17:10:12Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T17:10:12Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Introduction\nGuardrisk is the undisputed market leader in cell captive insurance and risk solutions. We are renowned for our innovative approach to cell captive structures and other alternative risk transfer solutions for our clients. Guardrisk offers clients custom designed cover and is registered in South Africa as an insurer for all statutory classes of non-life and life insurance business.\nDisclaimer\nAs an applicant, please verify the legitimacy of this job advert on our company career page.Role Purpose\nThis role provides first-line support to GGI users, brokers and other external users for day-to-day system queries. It makes sure issues are logged, understood and resolved where possible, or sent to the correct team. The role also helps users use the systems correctly, reduces repeat issues and improves the overall support experience.\nRequirements\nQualifications & Experience\nAppropriate 3/4 year IT qualification\n(Computer and Information Science, Management Information Systems, Information Technology, Computer Engineering, Computer Programming)\nDemonstrates extensive abilities and/or a proven record of success as a team member in improving and managing the productivity of technology processes and business processes by creating automated workflows to replace manual workflows including the following areas:\nInterpersonal and communication skills\nProblem-solving skills\nPlanning & Organizing skills\nTime management\nExcellent technical knowledge\nDocumentation skills\nDuties & Responsibilities\n First-Line Support and Query Handling\nAct as the first contact for GGI system support queries from business users, brokers and other external users.\nMake sure all requests are logged on the correct tool, such as Jira or Azure DevOps.\nResolve simple and common queries, including user errors, navigation questions and known workarounds.\nGuide users to follow the correct support process.\n Issue Assessment and Escalation\nCheck each request and confirm whether it is a user, process, access, data or system issue.\nSend valid issues to the correct Business Analyst, IT or Data team.\nInclude clear details, screenshots where needed, business impact and priority.\nFollow up on escalated items until they are resolved or closed.\n User Access, Guidance and Training\nHelp support user access with ticket logging for GGI systems, including Codeplex where required.\nManage the user access sign-off process and issue or control broker passwords in line with POPIA requirements.\nShow users the correct way to use the system when errors occur.\nWork with training resources to arrange system training where needed.\nCreate and maintain simple user guides, support notes and answers to common questions.\nShare useful knowledge with users and support teams to reduce repeat queries.\nAssist with testing user functions when required.\n Reporting and Improvement\nTrack open, overdue, resolved and escalated support items.\nReport on support volumes, common issues and turnaround times.\nIdentify repeat issues and complete basic root cause analysis.\nRecommend system fixes, process changes, training or simple user guides to reduce repeat issues.\nCompetencies\nIntensive troubleshooting knowledge\nAnalytical\nStrong problem-solving skills\nExcellent communication, interpersonal and presentation skills\nSelf-driven with an ability to work independently as well as to function effectively within a team\nStrong sense of responsibility and accountability and to be decisive when needed\nEffective planning and organizational skills\nAbility to work under pressure\nDeadline driven\nAbility to function in a team\nWritten and Verbal Communication Skills","description_format":"text","description_chars":3634,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance"],"lifecycle":[{"event":"open","at":"2026-11-12T17:10:12Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":7,"reasons":["conf:1","win:early"],"computed_at":"2026-11-12T19:09:22Z"},"pay":null,"html_url":"https://alion.io/job/guard-risk-first-line-support-specialist","json_url":"https://alion.io/job/guard-risk-first-line-support-specialist.json","meta":{"generated_at":"2026-11-12T19:09:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":40345,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3023500},"rest":"https://alion.io/mcp/rest/get_company?id=3023500"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fguard-risk-first-line-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fguard-risk-first-line-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fguard-risk-first-line-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/guard-risk-first-line-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fguard-risk-first-line-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4179599}},{"tool":"search_jobs","arguments":{"company":"guardrisk.co.za","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4179599},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}