Job Description

JOB TITLE:

Monitoring Technician


LOCATION:

Stellenbosch


ABOUT CYBERLOGIC:

Cyberlogic is a trusted Managed Solutions Provider focusing on optimising cloud infrastructure and cyber security. Our just cause is to enable digital transformation through delivering unquestionable value.


Our core capabilities are in IT leadership, security and cloud. We have over 27 years of experience in infrastructure and support services, adhere to ITIL best practices and hold a breadth of knowledge across various technologies and industries.


We believe our people are essential to our continued success and support career growth through our Go4Growth model which is aimed at encouraging our people to continuously contribute, learn, evolve and succeed.


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:

Responsible for logging, actioning, and managing alerts created by the Cyberlogic monitoring systems. Performs the initial investigation and first-level troubleshooting. Prioritizes and escalates alerts, as necessary.


KEY RESPONSIBILITIES:

Logging alerts generated by the Cyberlogic monitoring systems
Routing alerts quickly and accurately in compliance with our SLA.
Performing first-level troubleshooting of alerts.
Identifying trends on incoming monitoring alerts.
Providing communication and status updates to team members and clients where necessary


CORE COMPETENCIES:

Following Instructions and Procedures
Analysing
Learning and Researching
Applying Expertise and Technology
Delivering Results and Meeting Client Expectations
Technical knowledge
Information gathering
Analytical skills


KEY REQUIREMENTS:

Diploma IT Eng or equivalent
Network+
Microsoft Certification MCSA: Windows Server 2016
Microsoft Azure Fundamentals
Experience with Autotask and/or N-Central
1 years’ experience in IT Customer Service environment


DESIRED REQUIREMENTS:

Attendance to all Cyberlogic provided training and technical workshops.
Completion of all training requirements for Cyberlogic tools and product suites.


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.

Quick response

Required Knowledge

• K0004   Knowledge of cybersecurity and privacy principles.
• K0053   Knowledge of measures or indicators of system performance and availability.
• K0237   Knowledge of industry best practices for service desk.
• K0242   Knowledge of organizational security policies.
• K0302   Knowledge of the basic operation of computers.
• K0330   Knowledge of successful capabilities to identify the solutions to less common and more complex system problems.

Required Skills

• S0039   Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.
• S0142   Skill in conducting research for troubleshooting novel client-level problems.

Required Abilities

• A0025  Ability to accurately define incidents, problems, and events in the trouble ticketing system.