End-User IT Support Specialist

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

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