Junior IT Support Technician - (NIGHT)

WHO WE ARE:

A21 is a nonprofit organization fueled by radical hope that human beings everywhere will be rescued from bondage and completely restored. We are the abolitionists of the 21st century, and we work to free people in slavery and disrupt the demand. 

For 16 years now, we've rolled up our sleeves and set our feet to action. Why? Because in a single moment a number can turn into a name, a tragedy into a victory, and a belief into an action.
Freedom. That's our goal for every human being on the planet.

OUR MISSION: Abolish slavery everywhere, forever. 

WHAT WE ARE LOOKING FOR: Junior IT Support Specialist (NIGHT)

LOCATION: Cape Town, South Africa

JOB PURPOSE

The IT Support Technician provides frontline technical support to the A21 team across our global offices and remote workforce. Based in Cape Town, South Africa, the role supports users across Australia, Thailand, Cambodia, Greece, the United Kingdom, South Africa, Latin America and the United States, combining remote support, endpoint and asset management, onboarding/offboarding, rollout support and intermittent hands-on support in the Cape Town office when required. 

The role will report directly to the IT Support Coordinator and will form part of the IT support team supporting the 3 major regions in A21 Globally.

The IT Support Technician (NIGHT) works fixed hours (18:00-02:00 SAST Mon - Fri) remotely.

MAIN RESPONSIBILITIES/ KEY DUTIES 

• Provide Level 1 and Level 2 technical support to A21 staff globally, logging, troubleshooting and resolving requests through the IT Support Management portal.
• Support laptops, mobile devices, applications, email, video conferencing, printing and connectivity for local and remote users.

• Support A21's Apple Mac fleet and mobile devices, including setup, configuration, deployment and retirement via our MDM tool.
• Provide frontline support for Google Workspace, Zoom, HR systems and other approved SaaS platforms.
• Assist with onboarding/offboarding, including device prep, account provisioning and access removal as well as keeping internal records of user accounts and access up to date. 
• Maintain accurate IT asset records and reconcile devices between asset-management, MDM, and HR systems.
  
• Maintain first-contact and resolution SLA’s set out by the IT Support Coordinator - actively communicate with the IT team and update ticket information accordingly. SLA’s are set at a 90% compliance rate.
  • General = 4 Hour First-contact SLA - 8-hour resolve SLA, 16 Hour resolve for escalated tickets requiring Level 3 Support
  • Business Critical =  1 Hour FC SLA and 4-hour Resolve SLA (Proper Escalation processes)
  • Major Incident Classification and proper assignment

• Monitor the IT support communication streams - Email, ITSM, Google Chat and Whatsapp.
  
• Assign and communicate handovers effectively to relevant IT team members to ensure end-of-shift workloads are actioned by the next person on shift as needed. 
  
• Assist with global technology rollouts and pilot testing, and support staff through software and device deployments.

• Communicate with external vendors based on IT needs as directed by the IT Support Coordinator.
  
• Communicate changes, security and other IT-related announcements with the A21 team if needed.
• Help with project-based administrative work and other ITSM administration.

• Work closely with representatives from each A21 office to support their local IT needs, rollouts and testing.
  
• Maintain clear technical documentation and knowledge-base articles, and escalate complex or business-critical issues to the IT Support Coordinator or process owner.
  
• Remotely attend stand-up meetings with the wider IT department and the wider A21 team as required.
• Occasionally participate in-person in Cape Town-based events when requested by the IT Support Coordinator.

PERSONAL SPECIFICATIONS -  Qualifications, Experience, Knowledge & Skills

ESSENTIAL: 

• Grade 12 / Matric or equivalent; a relevant IT certificate, diploma or equivalent practical support experience.
  1-3 years in IT helpdesk, desktop support, service desk or internal corporate IT (strong entry-level candidates with relevant certifications also considered).
• Practical macOS troubleshooting, laptop/desktop hardware, Wi-Fi and basic networking, printers, browsers and cloud applications.
• Comfortable with MFA, account/password troubleshooting, video-conferencing platforms and remote user support.
• Strong, methodical troubleshooting and problem-solving ability.
• Clear written and spoken English; able to explain technical issues in plain language.
• Exceptional team support skills and patience with non-technical users. 
• Strong documentation habits and ability to manage several open requests at once.
• Able to work remotely with a minimum 50Mbps fiber line (Fiber Required)