Core Support Technician (Position located in Cape Town, South Africa)
Please submit your resume in English.
To learn more about our team and office culture in Cape Town, South Africa visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/cape-town
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Cape-Town-Location-EI_IE969384.0,7_IL.8,17_IC2653748.htm
LinkedIn: https://www.linkedin.com/company/knowbe4/life/southafrica/
The IT Core Support will handle level 1 type tickets and issues. This position will focus on the support of desktop and laptop systems, including break/fix service, operating system and application loading, application configurations and user settings and desktop administrative duties.
Responsibilities:
Manage the end user services group and facilitate coordination with the business and IT leadership
Work collaboratively across Business, IT Operations and IT Applications teams to quickly resolve desktop issues, set up and maintain desktop configurations and fine tuning, and keep desktops current with the latest patches and updates
Resolve incidents assigned via the Incident Management System by monitoring the ticketing queue to prioritize, allocate and ensure timely resolution of tickets
Interface directly with and interview partner teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements and escalation points
Follow best practices for desktop support with a focus on continuous improvement
Perform hardware & software installs, desk moves, additions and changes as required
Apply troubleshooting and problem-solving skills to guide and assist the user community on issues related to design, development and deployment of desktop hardware and desktop applications
Collaborate with application project teams by participating in project UAT testing for desktop dependencies
Work with IT Leadership for continuous improvement of customer satisfaction
Troubleshoot all desktop and peripheral support issues, including both hardware and software
Assist with the administration of G-suite, including new user creation, security groups, folder permissions and group policy
Administer and troubleshoot all mobile devices
Set up and configure new hardware and software
Manage service desk goals, priorities, escalations, volumes, aged tickets and other associated processes and metrics.
Provide recommendations to leadership in the development, implementation, and evaluation of new or modified policies, practices, and procedures
Work with the Service Desk, Application Support, and infrastructure teams as needed for overall incident management
Evaluate critical systems, prioritize workflow and determine solutions
Ensures seamless hardware deployment by managing logistics and timely delivery to support successful employee onboarding
Support comprehensive IT hardware audits by maintaining detailed asset records and reconciling physical stock with digital logs
Minimum Qualifications:
Preferred Associate degree in a related information technology field or 3 years of equivalent experience
Strong understanding of IT best practices and standards
Experience with Gmail and Google Docs
Experience with Mac and Apple products
Experience with MS Office (Word and Excel)
Experience with web browsers (Chrome, Internet Explorer, etc.)
A+ Certification Network+ Certification and G-Suite Certification obtained within 2 years of hire
Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people.
Read and understand technical manuals
Work for extended time at keyboard/terminal
Maintain effective working relationships with supervisor and coworkers
Work flexible hours, including weekends and evenings
Strong work ethic and emphasis on attention to details.
Ability to operate effectively in a team environment with both technical and non-technical team members.
Ability to multitask and prioritize
Strong customer service and orientation in execution
Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment.
Results driven and time management skills
Strong organizational and problem-solving skills
Ability to handle confidential matters with discretion