First Line Response Technician
  • Cape Town, South Africa
  • Cyberlogic
Job Description

JOB TITLE :

First Line Response (FLR) 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.

Get New Jobs Notification!

Subscribe & get all related jobs notification.