First Responder Intern

JOB TITLE:

First Responder Intern

LOCATION:

Stellenbosch / Cape Town

ABOUT CYBERLOGIC:

Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.

Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.

Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.

Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.​

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. First Responder Interns take ownership of the service experience from first contact through to resolution.

KEY RESPONSIBILITIES:

Technical Support:

• Assist in providing basic technical support, ticket management, and collaborate with the team.
• Assist in creating and assigning support tickets for customers and prioritize them based on urgency under guidance.
• Shadow and assist with basic hardware component installation and address software-related issues under guidance.
• Shadow and assist with troubleshooting and resolving basic configuration problems under guidance.
• Shadow and assist in updating tickets accurately in the ticket management system with accurate statuses and updates, under guidance.
• Shadow and assist with providing first-call resolution by addressing common issues such as password resets, mail delivery failures, delegate email access, locked emails, and basic mail flow problems under guidance.
• Engage in frequent shadowing activities alongside onsite technicians to gain practical experience and insights into providing onsite support.

Onsite Technical Support:

• Engage in frequent shadowing activities alongside onsite technicians to gain practical experience and insights into providing onsite support.

Documentation:

• Assist with compiling clear and user-friendly 'how-to' guides for common technical procedures.
• Seek guidance from the team leader's and then present documented guides to the team for their review and feedback.
• Maintain and amend documents, under the team leader's guidance, 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.

Customer Service:

• Assist with providing continuous communication to clients on issues logged, employing a customer-focused approach, active listening, and empathy.
• Shadow a team member who is responsible for providing timely updates on customer-submitted tickets within the SLA framework, using the ticket management system.
• Obtain approval on technical solutions from the team leader before conveying the solutions to clients.

Teamwork:

• Collaborate with team members to continuously improve support processes and workflows.
• Participate in problem solving discussions and contribute to problem-solving discussions.

Continuous Learning:

• Stay up-to-date with industry trends and best practices to enhance technical expertise.
• Engage in hands-on learning by shadowing experienced First Responder Technicians.

Escalations:

• Assist team members by learning and applying the fundamental troubleshooting steps before considering any escalation.
• Assist with documenting detailed notes within the support tickets outlining the steps taken to address issues before escalation.
• Assist in identifying and escalating complex support tickets to the appropriate department upon the team leader's approval within the SLA timeframe.

Project Participation:

• Assisting the team in project-related activities.

TECHNICAL COMPETENCIES:

• Develop competence in providing remote support.
• Basic understanding of operating systems (e.g. Windows, macOS) and common software applications (Pastel, Teamviewer).
• Basic understanding of computer hardware components through training and guidance.

BEHAVIOURAL COMPETENCIES:

• Adaptable
• Approachable
• Caring
• Change
• Decisive
• Detail focused
• Ethics
• Listening
• Poised
• Resilient
• Rigorous
• Self-development
• Self-esteem
• Stress management
• Striving
• Tenacious
• National Senior Certificate or equivalent
• CompTIA A+
• CompTIA: N+
• Microsoft: MD-102 - Microsoft 365 Endpoint Administrator
• Not Applicable

EDUCATION:

Essential:

• National Senior Certificate or equivalent

Desired:

• CompTIA A+
• CompTIA N+
  
• Microsoft: MD-102 - Microsoft 365 Endpoint Administrator
  

EXPERIENCE

• Not Applicable

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.