Job Description

JOB TITLE:

First Line Response Technician


LOCATION:

Hybrid: Stellenbosch/Cape Town; Johannesburg; Hermanus; & Remote


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:

Perform simple hardware and software resolution as issues are initially logged by clients. FLR technicians take ownership of the service experience from first contact through to resolution.


KEY RESPONSIBILITIES:

Answering support calls and assisting customers
Communication (emails, telephonic and ticketing system)
Creating tickets on behalf of customers
Creating and assigning tickets
Response support
Diagnose, resolve technical issues, and redirect support tickets they cannot resolve to the appropriate technicians/engineers.
Troubleshooting/problem solving skills (Active Directory, Email Setup, Mimecast, Printer Setup, Delegate email access)
First call resolution (password resets, out of office, locked emails, mail flow, mail delivery failure, mime casts, delegate email access)
Demonstrate knowledge of relevant infrastructure.
Troubleshoot according to the triage questions (to be mapped out properly)
Remote support and onsite client support


CORE COMPETENCIES:

Working with People
Applying Expertise and Technology
Coping with Pressure and Setbacks
Relating and Networking
Presenting and Communicating Information
Deciding and initiating action
Learning and researching
Adapting and responding to change
Writing and reporting
Adaptable, systematic, logical, and meticulous
Good effective communication skills
Assertive, confident, quick thinking, pro-active, organised, and strong personal drive


QUALIFICATION AND EXPERIENCE:

All team members:

CompTIA: A+ -
CompTIA: N+-
Microsoft: MD-100 - Windows 10
Microsoft: MD-101 - Managing Modern Desktops
Mimecast: Level 1 Warrior
Communication Course


Selected team members:

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


ADDITIONAL REQUIREMENTS:

You will be required to travel to clients and must have own transport.
Strong analytical, innovative & problem-solving skills.


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

• K0109   Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage).
• K0114   Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, digital scanners, electronic organizers, hard drives, memory cards, modems, network components, networked appliances, networked home control devices, printers, removable storage devices, telephones, copiers, facsimile machines, etc.).
• K0242   Knowledge of organizational security policies.
• K0292   Knowledge of the operations and processes for incident, problem, and event management.

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.