First Responder Technician Talent Pool
Cyberlogic
- Cape Town, Western Cape Johannesburg, Gauteng
- Permanent
- Full-time
- 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
- Provide first line remote and on-site technical support to clients and internal staff by answering telephonic calls and via emails and ticketing system.
- Create and assign tickets on behalf of customers and prioritize them based on urgency.
- Diagnose and resolve technical issues related to hardware, software, and network systems promptly and professionally.
- Conduct thorough troubleshooting and diagnostic procedures according to the triage questions, to identify the root cause (Email Setup, M365, Azure, Mimecast, Printer Setup, Delegate email access).
- Active Directory: User creation, unlocking of locked out accounts and resetting of user passwords.
- Act as first call resolution for password resets, locked emails, mail flow and mail delivery failure.
- Demonstrate knowledge of relevant infrastructure systems (Wireless Access Points - Routers - Firewalls – Servers)
- Accurately record and maintain detailed documentation of all support activities, including issues, resolutions, and troubleshooting steps taken.
- Deliver exceptional customer service by demonstrating a customer-focused approach, active listening, and empathy.
- Collaborate with IT team members to identify recurring issues, propose solutions, and contribute to process improvements.
- Escalate complex support tickets to the appropriate teams, ensuring timely resolution and minimal disruption to business operations.
- Support fellow team members to ensure the team succeeds collectively.
- Demonstrates a proactive approach to personal, technical, and career development.
- Always maintains a professional demeanour in all interactions.
- Stays current with the latest technology trends, products, and solutions by constantly upskilling.
- Ensures efforts and contributions are aligned with the organization's OKRs to enhance goal achievement and impact.
- 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 year experience and strong knowledge of operating systems (e.g., Windows, macOS, Linux) and common software applications (Pastel, Teamviewer).
- Familiarity with network protocols, hardware devices, and basic network troubleshooting.
- Exceptional customer service skills, with the ability to communicate technical concepts effectively to non-technical individuals.
- Matric certificate
- CompTIA: A+ -
- CompTIA: N+-
- Microsoft: MD-100 - Windows 10
- Microsoft: MD-101 - Managing Modern Desktops
- Mimecast: Level 1 Warrior
- ITIL: Foundation - certification
- Microsoft: AZ-900 - Azure Fundamentals
- Microsoft: MS-900 - 365 Fundamentals
- Microsoft: MS-100 - Microsoft 365 Identity and Services
- Microsoft: MS-101 - Microsoft 365 Mobility and Security
- Microsoft: MD-102 – Microsoft 365 Endpoint Administrator
- Exceptional customer service skills, with the ability to communicate technical concepts effectively to non-technical individuals.
- Collaborating with individuals and in a team environment
- Managing stress and overcoming challenges
- Demonstrating adaptability, systematic thinking, logical reasoning, and attention to detail
- Possessing excellent communication skills for effective interaction
- Strong problem-solving skills to efficiently diagnose and resolve technical issues.
- Strong organizational skills to prioritize tasks and handle multiple incidents simultaneously.
- Proficient in written communication - documenting activities and reporting.
- Proactive and self-motivated, with a continuous learning mindset and a passion for staying updated with new technologies.
- You will be required to travel to clients and must have your own reliable transport.
- Strong analytical, innovative & problem-solving skills.