Core Support Technician; Position

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.

• 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

• 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…