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Job Description

• CapeNature seeks to appoint an enthusiastic IT Helpdesk Technician to join our productive team at CapeNature. If you are a proactive, detail orientated problem solver, the IT Helpdesk position is suited for you. Applying for this position you should be technically hands-on, comfortable with working independently and able to manage tasks with a sense of urgency. You are a person that takes ownership of issues, communicates clearly with both technical and non-technical users, and is always looking to improve the end-user experience.

KEY PERFORMANCE AREAS:

KRA 1: End User support/ Service Desk Support and Service Delivery

• Ensure that 90% of all open calls are converted and resolved within the specified Service Level
• Keep all the sites up-to date with the current infrastructure.
• Coordinating with internal business departments and IT teams to schedule device setup, user account creation, and orientation support.
• Deactivating and secure user accounts and access credentials in line with security policies.
• Ensure all authorised users have access to required network resources
• Hardware and Software maintenance
• Preparing and configuring laptops, desktops, mobile devices, and accessories for users.
• Installing operating systems, security tools, and corporate applications according to Entity policy and standards.
• Retrieving, wiping, and reimaging devices to maintain data integrity and compliance.
• Support the IT team in developing and implementing automations for IT processes.
• Collaborating with Software and Network teams on IT infrastructure needs.
• General Desktop Support
• Responding to and resolving hardware/software incidents and service requests via ticketing system.
• Assisting with conference room equipment, VPN connectivity, and peripheral troubleshooting.

KRA 2: ICT Governance and Security Compliance

• Adhere to prescribed governance procedures and processes
• Applying security patches and performing regular system updates.
• Performing regular audits of employee devices
• Ensure relevant policy and procedures are followed
• Ensure information security policy is followed
• Ensure that the data retention policy is followed

KRA 3: ICT Hardware Asset Administration

• Keep record of all ICT Assets that are being assigned to clients and filing the documentation.
• Documenting assets return and update inventory records.
• Maintaining up-to-date IT Asset documentation.
• Maintaining accurate inventory of IT assets and software licenses.

Requirements:

• Matric (Grade 12).
• NQF Level 5 IT Diploma (Technical Support, IT Systems, Information Technology or similar).
• Proficiency with Windows, and common enterprise applications (e.g., Microsoft 365)
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• No Criminal record

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Purpose of the role

• The IT Support Technician provides second line technical support, server administration, cloud service management, and infrastructure maintenance across the Entity.
• The role ensures stable operations across geographically dispersed environments, handling escalated incidents, hardware and software management, endpoint security, project delivery, and collaboration with multiple third-party service providers.

Key Responsibilities

KRA: 1 Core Technical Support (2nd Line), Projects, User Support & Continuous Improvement

• Provide second-line support for escalated incidents from the Service Desk.
• Plan and execute IT infrastructure upgrades, system migrations, and improvement initiatives.
• Coordinate and manage third‑party vendors for connectivity, hardware repairs, infrastructure services, and SLA adherence.
• Deliver advanced remote and onsite troubleshooting, guiding end‑users through diagnostics and fixes.
• Ensure timely resolution of desktop, server, network, connectivity, and telephony incidents, including escalation handling.
• Coordinate on site visits for work that cannot be completed remotely.
• Administer full IT asset compliance, including inventory, tagging, licensing, lifecycle refresh, and disposal.
• Install, configure, test, repair, and replace hardware and software components as required.
• Troubleshoot complex issues across hardware, operating systems, networking, printing, authentication, and applications.
• Document all IT processes, SOPs, network diagrams, system configurations, and project changes.
• Collaborate with ICT Management to modernize and uplift CapeNature’s technology landscape and operational maturity.
• Share technical knowledge and provide mentoring for 1st line staff.

KRA: 2 Cloud & Modern Workplace Support

• Assist with provisioning laptops and peripherals for hybrid users, ensuring device encryption (BitLocker) and Intune compliance.
• Support Intune deployments, policies, device enrolment, and modern management.
• Provide onboarding for hybrid users on tools, policies, and self-service procedures.
• Configure, and deploy Microsoft 365 applications.
• Deploy desktop solutions and assist with project related software installations.
• Troubleshoot cloud service interruptions and optimize cloud services for remote environments.

KRA: 3 Server & Core Infrastructure Support

• Support and maintain Windows Server infrastructure, including Active Directory, Group Policy, DNS, DHCP, file/print services, and related roles.
• Conduct server patching, updates, backup verification, preventative maintenance, and scheduled failover testing.
• Ensure maximum up time of server and network services across the organization.
• Handle escalations related to data center operations or mission critical systems.
• Support infrastructure used in remote conservation reserves.

KRA: 4 Network, Endpoint and Security Responsibilities

• Support network related issues for VPNs, routers, switches, and Wi Fi access points.
• Ensure strong endpoint security through antivirus and vulnerability management.
• Implement and maintain access control to enforce least privilege and secure authentication.
• Contribute to CapeNature’s policy development; ensure staff follow approved security procedures.

KRA: 5 Security, Compliance & POPIA

• Oversee user data responsibly in line with POPIA and company policies.
• Promote cyber hygiene with hybrid users (phishing, device security, password policies).
• Ensure remote users follow secure access protocols.

Minimum Requirements (mandatory)

• Matric (Grade 12)
• Minimum of 5 years’ experience in IT Support role.
• NQF Level 5 IT Diploma (Technical Support, IT Systems, Information Technology or similar).
• Strong understanding of Windows Server, AD management, DNS, GPO, DHCP.
• Experience supporting Windows and Android, including hardware diagnostics and software deployment.
• Good knowledge of networking fundamentals and secure remote access (VPN).
• Excellent communication and customer interaction skills.
• Ability to collaborate effectively across IT teams and external vendors.
• Effective communication skills, able to guide users remotely.
• Reliable home connectivity for remote workdays.
• Ability to travel to remote locations; must hold a valid South African Code 8 driver’s license.
• Right to work in South Africa; able to pass background, criminal, and reference checks.

Advantageous (not mandatory)

• Experience with Microsoft Intune/Autopilot and remote support tools.

Certification:

• Microsoft 365 Administrator Associate
• Microsoft Azure Administrator / Azure Fundamentals
• MCSE / MCSA / Windows Server
• ITIL Foundation