Job Description

CapeNature is looking for an enthusiastic and dependable IT Support Technician to join our ICT team at the Cape Town Office, Bridgetown. Reporting to the Manager: ICT, this role is ideal for someone who enjoys supporting people through more complex technical challenges, solving problems, and ensuring technology works reliably for everyone. You will play a meaningful role in providing advanced support to colleagues across the Cape Town office, regional offices, and remote conservation reserves, helping them stay connected, productive, and supported in a modern hybrid working environment.

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
Hybrid Work Model Expectations
2–3 days onsite per week, remainder remote (per team schedule).
Reachable via Teams/phone during working hours with timely responses.
Maintain a professional, secure home working environment.
Occasional onsite visits for training, device swaps, or team rotations.

Competencies

Customer-first mindset.
Effective communication skills.
Self-discipline and accountability in remote work.
Time management and prioritization.
Team player with willingness to learn.
Working Conditions
Hybrid environment (onsite + home office).
Safe handling and lifting practices for IT equipment.
Rotational standby may occur depending on team requirements.

Please send your resume/CV