Job Description
JOB TITLE:
First Response Technician
LOCATION:
Stellenbosch / Cape Town (Hybrid)
ABOUT CYBERLOGIC:
Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.
Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.
Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.
Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.
OUR VALUES:
- We challenge ourselves to be more AWESOME
- We are driven to KEEP learning and EVOLVING
- We look beyond symptoms to identify and RESOLVE ROOT CAUSES
- We hold each other accountable through CANDID and constructive FEEDBACK
- We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
- We CARE deeply ABOUT the success of CYBERLOGIC
- We FINISH WHAT WE START
- We always GIVE OUR BEST even if it means putting in the hard yards
- We KEEP THINGS SIMPLE
PURPOSE OF POSITION:
As a First Responder Technician, you will play a critical role in providing efficient and effective technical support to our clients and internal teams. You will be required to perform simple hardware and software resolution as issues are initially logged by clients. The First Line Response Technicians take ownership of the service experience from first contact through to resolution.
KEY RESPONSIBILITIES:
Technical Support:
- Deliver first-line remote and on-site technical support to clients and internal staff.
- Creating, assigning, and strategically prioritize support tickets on behalf of customers, considering their urgency and impact.
- Manage and execute basic hardware component installations and software related issues independently.
- Demonstrate proficiency in independently troubleshooting and effectively resolving configuration problems.
- Independently manage and update support tickets within the ticket management system with the accurate statuses and updates.
- Independently resolve technical issues, including complex mail flow problems, delegate email access, and locked emails, while collaborating with senior team members on advanced problem-solving.
Onsite Technical Support:
- Conduct frequent on-site inspections to ensure a stable internet connection and the proper functioning of all workstations, including necessary updates and maintenance.
- Provide frequent on-site assistance for First Line incidents and requests that require in-person attention, not achievable remotely to clients and internal departments.
Documentation:
- Compile clear and user-friendly ‘how-to’ guides for common technical procedures.
- Present documented guides to the team for review and feedback.
- Maintain and amend documents based on feedback and changes to ensure accuracy and accessibility for future reference.
- Get documents signed-off by team lead and upload to cloud based IT documentation software system.
Customer Service:
- Providing continuous communication to clients on issues logged, employing a customer-focused approach, active listening, and empathy.
- Provide timely updates independently on customer-submitted tickets, ensuring strict adherence to the SLA framework, utilizing the ticket management system.
- Convey technical solutions to clients in a clear and easily understandable way.
Teamwork:
- Engage with team members to identify recurring issues, propose innovative solutions, and contribute to ongoing process improvements.
- Participate in problem solving discussions and contribute to problem-solving discussions.
Continuous Learning:
- Stay up-to-date with industry trends and best practices to enhance technical expertise.
- Support with providing training sessions to First Responder Technicians and interns to enhance their skills and knowledge.
Escalations:
- Collaborate closely with team leads to systematically explore and exhaust troubleshooting steps before contemplating any escalation.
- Document comprehensive notes within the support tickets to record the actions taken in resolving issues before escalation.
- Coordinate and oversee the escalation of complex support tickets to the relevant departments, in accordance with SLA requirements.
Project Participation:
- Independently coordinate project tasks and contributes to the achievement of project objectives.
KEY REQUIREMENTS:
Required:
- National Senior Certificate or equivalent
- CompTIA A+
- Mimecast: Level 1 Warrior
- Proven 1-3 years’ working experience in IT-related role (desirably in MSP environment), providing technical support and troubleshooting in an IT environment.
- Proven 1-3 year experience and strong knowledge of operating systems (e.g., Windows, macOS) and common software applications (Pastel, TeamViewer).
- Experience using ticketing systems for tracking and managing support requests.
- Experience using remote control tools
Beneficial:
- Microsoft: AZ-900 - Azure Fundamentals
- Microsoft: MS-900 - 365 Fundamentals
- Microsoft: MD-102 - Microsoft 365 Endpoint Administrator
COMPETENCIES:
Technical Competencies & Skills:
- Competent in providing remote and onsite support.
- Strong knowledge of operating systems (e.g. Windows, macOS) and common software applications (Pastel, Teamviewer).
- Demonstrate an advanced understanding of computer hardware components.
- Applying Expertise and Technology
- Writing and reporting
Behaviour Competencies:
- Adaptable
- Approachable
- Caring
- Change
- Decisive
- Detail focused
- Ethics
- Listening
- Poised
- Resilient
- Rigorous
- Self-development
- Self-esteem
- Stress management
- Striving
- Tenacious
Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location to deliver your best in terms of performance and productivity
