{"id":4272485,"url":"https://alion.io/job/a21-junior-it-support-technician-night","title":"Junior IT Support Technician - (NIGHT)","company":{"id":453066,"name":"A21","domain":"a21.org","url":"https://alion.io/company/a21-4","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"WhatsApp","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-11-13T18:17:19Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T18:17:19Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"WHO WE ARE:\nA21 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.\nFor 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.\nFreedom. That's our goal for every human being on the planet.\nOUR MISSION: Abolish slavery everywhere, forever.\nWHAT WE ARE LOOKING FOR: Junior IT Support Specialist (NIGHT)\nLOCATION: Cape Town, South Africa\nJOB PURPOSE\nThe 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.\nThe 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.\nThe IT Support Technician (NIGHT) works fixed hours (18:00-02:00 SAST Mon - Fri) remotely.\nMAIN RESPONSIBILITIES/ KEY DUTIES\nProvide Level 1 and Level 2 technical support to A21 staff globally, logging, troubleshooting and resolving requests through the IT Support Management portal.\nSupport laptops, mobile devices, applications, email, video conferencing, printing and connectivity for local and remote users.\nSupport A21's Apple Mac fleet and mobile devices, including setup, configuration, deployment and retirement via our MDM tool.\nProvide frontline support for Google Workspace, Zoom, HR systems and other approved SaaS platforms.\nAssist 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. \nMaintain accurate IT asset records and reconcile devices between asset-management, MDM, and HR systems.\nMaintain 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 \nBusiness Critical = 1 Hour FC SLA and 4-hour Resolve SLA (Proper Escalation processes)\nMajor Incident Classification and proper assignment\n\nMonitor the IT support communication streams - Email, ITSM, Google Chat and Whatsapp.\nAssign 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.\nAssist with global technology rollouts and pilot testing, and support staff through software and device deployments.\nCommunicate with external vendors based on IT needs as directed by the IT Support Coordinator.\nCommunicate changes, security and other IT-related announcements with the A21 team if needed.\nHelp with project-based administrative work and other ITSM administration.\nWork closely with representatives from each A21 office to support their local IT needs, rollouts and testing.\nMaintain clear technical documentation and knowledge-base articles, and escalate complex or business-critical issues to the IT Support Coordinator or process owner.\nRemotely attend stand-up meetings with the wider IT department and the wider A21 team as required.\nOccasionally participate in-person in Cape Town-based events when requested by the IT Support Coordinator.\nPERSONAL SPECIFICATIONS - Qualifications, Experience, Knowledge & Skills\nESSENTIAL:\nGrade 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).\n\nPractical macOS troubleshooting, laptop/desktop hardware, Wi-Fi and basic networking, printers, browsers and cloud applications.\nComfortable with MFA, account/password troubleshooting, video-conferencing platforms and remote user support.\nStrong, methodical troubleshooting and problem-solving ability.\nClear written and spoken English; able to explain technical issues in plain language.\nExceptional team support skills and patience with non-technical users. \nStrong documentation habits and ability to manage several open requests at once.\nAble to work remotely with a minimum 50Mbps fiber line (Fiber Required)","description_format":"text","description_chars":4750,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"South Africa","iso":"ZA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Law Enforcement","Nonprofits & Foundations"],"lifecycle":[{"event":"open","at":"2026-11-13T18:17:19Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":23,"reasons":["conf:2","win:early","comp:junior"],"computed_at":"2026-11-13T20:59:53Z"},"pay":null,"html_url":"https://alion.io/job/a21-junior-it-support-technician-night","json_url":"https://alion.io/job/a21-junior-it-support-technician-night.json","meta":{"generated_at":"2026-11-13T20:59:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":41827,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":453066},"rest":"https://alion.io/mcp/rest/get_company?id=453066"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fa21-junior-it-support-technician-night"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fa21-junior-it-support-technician-night"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fa21-junior-it-support-technician-night"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/a21-junior-it-support-technician-night\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fa21-junior-it-support-technician-night"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4272485}},{"tool":"search_jobs","arguments":{"company":"a21.org","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4272485},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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