Careers
IT Support Technician (6 Months Fixed-Term Contract)
About Fairtree:
Fairtree is a trusted investment partner with investment capabilities spanning global, private, and listed asset classes. We continually strive for investment excellence and to deliver high-quality returns to our investors, as we have done since our inception in 2003.
At the heart of everything we do at Fairtree is the purpose that the business exists to enrich the lives of all our stakeholders. We believe that Fairtree is a tool enabling us in our mission to put each of our stakeholders, through their dealings with or within Fairtree, in a better position to live their individual or collective callings.
We deliver on this purpose through our five core values: Excellence, Integrity, Growth, Real Relationships and Family. We strive to live these values every day and trust that they will drive every action or decision made at Fairtree in the best interest of all stakeholders.
The role:
The IT Support Technician will be responsible for providing IT Support, maintaining IT systems, and ensuring the smooth operation of the organization’s IT infrastructure. This role involves troubleshooting issues, mentoring staff, and contributing to IT projects.
The Technician will act as the initial point of contact for end-users or employees when something goes wrong, whether that’s a software glitch, a hardware problem, or a connectivity issue.
The role will be essential in providing immediate, accessible support that keeps daily IT functions running smoothly. The role is both technical and interpersonal, combining basic IT knowledge with excellent communication and problem-solving skills. This foundation ensures that more complex problems later get appropriately escalated, optimizing the flow and efficiency of technical support throughout the organization.
Key responsibilities:
First Contact and preliminary assessment of request/issue:
- Answer phone calls, emails, or tickets from users reporting IT issues.
- Capture essential details about the user problem (paying close attention to what user says).
- Provide IT Support for hardware, software, and network issues.
Basic Troubleshooting for users:
- Password resets.
- Software installations or minor configurations.
- Assisting with basic hardware issues (e.g., connecting a monitor, keyboard issues).
- Resolving connectivity problems like email access or VPN connectivity.
Ticket Logging and Documentation
Logging every interaction meticulously into a ticketing system to ensure a history of events is available should an issue be escalated or recur.
Escalation
Escalation of complex issues if issues go beyond the scope of standard procedures or require specialized expertise. An escalation should be carried out to 2nd Tier (or even Level 3) support to ensure more complex problems receive attention from specialists.
Other
- Monitor and resolve helpdesk tickets, ensuring timely communication with end-users.
- Maintain and troubleshoot IT systems, including servers, networks, and cloud services.
- Collaborate with vendors and external support teams for advanced troubleshooting.
- Assist with IT projects, such as system upgrades and new technology implementations.
- Train and mentor staff to enhance their computer skills.
- Ensure data security and compliance with relevant regulations (e.g., ISO/PWC).
- Document IT processes, solutions, and system configurations.
Ideal qualifications
- Matric.
- Bachelor’s degree or diploma in IT, Computer Science, or a related field (or equivalent experience).
- Certifications in CompTIA A+, Network+, or Microsoft Certified: Microsoft 365 Administrator are advantageous.
Ideal experience and requirements
- Office-based role (Bellville) with a few days a week travel to other sites, incl. Stellenbosch.
- On-call support may be required outside regular working hours.
- 5+ years of experience in IT support or a similar role.
- Role will report to Fairtree’s outsourced IT service provider Gist for ticket management.
- Proficiency in Windows and macOS, operating systems. Basic knowledge of Android & iOS where it relates to user’s work (second factor authentication for Microsoft 365, and Outlook app).
- Strong knowledge of networking protocols, Microsoft365, Active Directory, and virtualization technologies.
- Familiarity with common operating systems (like Windows, macOS) and routine IT tasks are essential.
- Understanding of network basics.
- Experience within group companies in a high-pressure environment.
- Own vehicle and valid driver’s license are essential.
Competencies and desired attributes
- An analytical mindset that helps in methodically diagnosing issues using available troubleshooting tools and protocols.
- Have the ability to remain patient, especially when dealing with repeated or simple issues and users who may a high level of anxiety due to IT problems, is crucial.
- Ability to resolve issues immediately when issues are straightforward and within their capabilities to ensure minimum downtime for users.
- Strong attention to detail and organisation skills.
- Excellent problem-solving and communication skills.
- A track record of excellence – hardworking and detail-oriented with a firm commitment to excellence.
- Being a team player and a good communicator with a belief in strong, open and honest relationships.
- The candidate must be able to take initiative and work independently.
- Proactive can-do attitude.
- Adaptable and flexible with the ability to work in a fast-paced environment.
How to Apply
Please submit your resume and cover letter outlining your relevant experience and why you are a strong fit for this role to careers@fairtree.com by 14 May 2025.
Fairtree is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Operations Analyst
About Fairtree:
Fairtree is a trusted investment partner with investment capabilities spanning global, private, and listed asset classes. We continually strive for investment excellence and to deliver high-quality returns to our investors, as we have done since our inception in 2003.
At the heart of everything we do at Fairtree is the purpose that the business exists to enrich the lives of all our stakeholders. We believe that Fairtree is a tool enabling us in our mission to put each of our stakeholders, through their dealings with or within Fairtree, in a better position to live their individual or collective callings.
We deliver on this purpose through our five core values: Excellence, Integrity, Growth, Real Relationships and Family. We strive to live these values every day and trust that they will drive every action or decision made at Fairtree in the best interest of all stakeholders.
The role:
Enrich the lives of all Fairtree stakeholders by contributing to the organisation’s growth and success and deepening our relationships with various stakeholders. Fairtree is a leading financial services firm committed to delivering exceptional investment solutions.
The team works closely with the Portfolio Managers, Distribution Team, Risk Team, the Trading Desk and external service providers on a day-to-day basis in order to achieve the highest level of impact to the business from utilising our combined knowledge base and skill as a team. The role requires a deep understanding of financial markets and instruments, contribute and promote robust operating procedures to create an efficient, responsive and process driven operations team. The Operations Analyst will report to the Operations Manager who reports into the Chief Operating Officer.
Main duties and responsibilities:
Process
Contribute to and promote robust operating procedures across the investment management business to create an efficient, responsive and process driven operations team.
Improve business understanding of operations processes and procedures.
- Establish and promote enhanced business processes that ensure efficient and effective stakeholder delivery within set expectations and agreed performance standards in the area of accountability and the overall optimisation of the value chain for the business, including:
- Performance of reconciliations.
- Exception handling. Investigation of significant variances and effective resolution of reconciliation breaks and ad hoc challenges.
- Monitoring of the operations mailbox and timeous execution of stakeholder requests.
- Take responsibility for daily operational activities.
- Liaise with stakeholders, run daily operational activities, receive and execute requests timeously.
- Ensure timeous and correct recording of transactions.
- Liaise with stakeholders to keep them fully appraised of the progress of queries.
Reconciliation of trade and fund dealing activity, corporate action and Proxy voting management, cash management and spot FX instruction, reconciliation of cash, positions and performance.
People:
Share and transfer product, process and systems knowledge to colleagues.
Collaborate and work with internal teams to deliver required service levels.
Ensure achievement of own performance objectives.
Share information with other team members regarding successes, issues, trends and ideas.
Participate in own professional development and career path.
Ideal qualifications:
Bcom (Hons) preferred or appropriate finance qualification.
Ideal experience:
2-5 years of experience in related role within the financial services industry. (Preferably experience working in operations in the fund management industry)
Experience with reconciliations and cash management.
Relevant computer skills and system experience.
Experience in a programming language would be advantageous, but not required.
Knowledge of working with custodians would be advantageous.
Relevant market knowledge.
Competencies and desired attributes:
Strong analytical skills and attention to detail.
Ability to problem solve.
Ability to work independently (self-starter) and collaboratively in the team in a fast-paced environment.
Proactive: Takes initiative to anticipate and address issues before they arise.
Detail-Oriented: Ensures accuracy and thoroughness in all tasks.
Output-Focused: Demonstrates a strong commitment to understanding and meeting the needs of stakeholders (internal or external)
Collaborative: Works effectively and managing the relationship with both internal teams and external stakeholders and service providers, fostering strong relationships.
Exceptional verbal and written communication skills, with the ability to engage confidently with teams and stakeholders.
Proficiency in Microsoft Office Suite (PowerPoint, Excel, Word).
How to Apply
Please submit your resume and cover letter outlining your relevant experience and why you are a strong fit for this role to careers@fairtree.com by 4 April 2025.
Fairtree is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
