Core Support Technician (Position located in Cape Town, South Africa)

KnowBe4; Cape Town; On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Bonuses

Certification reimbursement

Tuition reimbursement

Adoption assistance

Job summary

KnowBe4 in Cape Town, South Africa seeks a Core Support Technician to handle level 1 tickets and desktop/laptop support, including OS and application loading, configurations and user settings. You will work with IT teams to resolve incidents, manage hardware deployments, and contribute to continuous improvement.

The role requires a degree in IT or equivalent experience, familiarity with Gmail/Google Docs, Mac products, and MS Office, plus certifications like A+, Network+, and G-Suite within 2

Qualifications

• Preferred Associate degree in IT or related field or 3 years of equivalent experience.
• Experience with Gmail and Google Docs.
• Experience with Mac and Apple products.
• Experience with MS Office (Word and Excel).
• A+ Certification, Network+ Certification and G-Suite Certification obtained within 2 years of hire.
• Excellent verbal, written and relationship skills with a global team.
• Read and understand technical manuals.
• Willing to work extended hours including weekends and evenings.

Responsibilities

• Manage the end user services group and coordinate with business and IT leadership.
• Work across Business, IT Operations and IT Applications to resolve desktop issues and keep configurations current.
• Resolve incidents via the Incident Management System, prioritizing and ensuring timely resolution.
• Interview partner teams to define application purpose, dependencies, standards, testing strategy and escalation points.
• Follow best practices for desktop support with a focus on continuous improvement.
• Perform hardware and software installs, desk moves, additions and changes as required.
• Guide users on desktop hardware and applications through troubleshooting and problem-solving.
• Collaborate with project teams during UAT testing for desktop dependencies.
• Work with IT Leadership for continuous improvement of customer satisfaction.
• Troubleshoot desktop and peripheral issues, both hardware and software.
• Assist with G-suite administration and user management.
• Administer and troubleshoot mobile devices.
• Set up and configure new hardware and software.
• Manage service desk goals, escalations, and metrics.
• Provide recommendations on policies and procedures.

Skills

Strong IT best practices

Gmail & Google Docs

Mac & Apple products

MS Office (Word & Excel)

Customer service

Team collaboration

Time management

Problem solving

Flexible hours

Education

Associate degree in IT or related field

Tools

Gmail

Google Docs

Mac/Apple products

MS Office

Job description

Core Support Technician (Position located in Cape Town, South Africa)

Cape Town, South Africa

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.

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)
• 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

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visitwww.knowbe4.com/careers/benefits .

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.