Core Support Technician (Position located in 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.

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

Our Fantastic Benefits

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 visit www.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.