IT Support Technician

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: IT Support Specialist

LOCATION: Cape Town, South Africa

JOB PURPOSE

The IT Support Specialist is a pivotal role within our Global IT Department, dedicated to ensuring operational excellence across all technological fronts. This role encompasses a diverse range of responsibilities, from maintaining hardware and software integrity to providing end-user support across our global offices. As the initial point of contact for technology-related queries, the IT Support Specialist is critical in enabling our workforce to operate efficiently and securely.

MAIN RESPONSIBILITIES/ KEY DUTIES 

• Technical Support & Maintenance: Install, configure, and maintain computer systems, networks, VoIP systems, printers, scanners, and other technology equipment. Act promptly to address service issues and requests, offering support in person, over the phone, or remotely. Ensure the integrity and operational efficiency of all technology hardware and associated software across the organization.

• User Support & Training: Act as the primary contact for employees across global offices experiencing computer-related issues. Guide staff through setup procedures or troubleshooting steps to resolve problems. Train users and junior staff on new systems and applications to enhance tech literacy within the organization.

• System Administration: Manage user accounts, profiles, and password resets. Oversee the smooth functioning of IT systems, including network, NAS, and backup systems. Assist in the deployment and management of SaaS services and new technology roll-outs, ensuring that all technology resources align with organizational needs.

• Problem Solving: Diagnose hardware and software issues, delivering effective solutions. Prioritize and manage multiple cases simultaneously, focusing on swift resolution and user satisfaction. Test and evaluate new technology to drive continuous improvement in IT support services.

• Documentation & Compliance: Create and maintain procedural documentation and reports. Conduct security and usage audits, supporting IT governance and compliance efforts. Assist in the development and implementation of IT policies and procedures to ensure that the organization's technology infrastructure is secure, efficient, and compliant with regulatory requirements.

• Collaboration & Insight: Participate in business-wide meetings to provide technical insights and support the organization's technology requirements. Work closely with the IT Manager to assist with day-to-day technology operations and contribute to the strategic planning of IT initiatives.

• Work Schedule: This position operates on a non-standard work schedule to ensure coverage during USA business hours. The role requires availability to work late shifts, aligning with the operational needs of our globally distributed teams. This schedule allows for effective collaboration and support across time zones, particularly benefiting our stake holders and colleagues in the USA.

PERSONAL SPECIFICATIONS -  Qualifications, Experience, Knowledge & Skills

ESSENTIAL: 

• Excellent communication and interpersonal skills, with the ability to explain complex concepts clearly.

• Strong problem-solving abilities with a solid understanding of IT systems.

• Detail-oriented with strong organizational skills, capable of managing multiple projects simultaneously.

• High ethical standards in managing confidential data and adhering to corporate governance.

• Team player, eager to assist colleagues and enhance the overall IT function.

• Proficiency across various IT disciplines including hardware, software, and network management.

• Demonstrated ability to uphold, safeguard, and promote organization’s values and philosophy, particularly relating to ethics, integrity and corporate social responsibility.

 DESIRABLE:

• Proficiency with cloud services (e.g., Google Cloud, Google Workspace).
• Professional IT certifications (CompTIA A+, MCITP).
• Experience with agile methodologies.
• Background in socially responsible organizations.
• Degree in Computer Science or related field; additional experience may substitute for education.
• Minimum of 2 years in technical support roles.
• Preferred certifications in Google technologies.
• Familiarity with Apple ecosystems and NetSuite ERP.