First Responder Technician
- South Africa
- 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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Independently coordinate project tasks and contributes to the achievement of project objectives.
- 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
- Microsoft: AZ-900 - Azure Fundamentals
- Microsoft: MS-900 - 365 Fundamentals
- Microsoft: MD-102 - Microsoft 365 Endpoint Administrator
- 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
- Adaptable
- Approachable
- Caring
- Change
- Decisive
- Detail focused
- Ethics
- Listening
- Poised
- Resilient
- Rigorous
- Self-development
- Self-esteem
- Stress management
- Striving
- Tenacious