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Cybersecurity Technical Support Intern

3 months ago

Cape Town, Western Cape, South Africa Virtue HR Solutions Full time

The Company:4D Innovations Group (Pty) Ltd t/a
ESET Southern Africa

Role Name:
Cybersecurity Technical Support Intern

Location:
Belmont Square, Rondebosch, Cape Town

Type of Position:
Full-time

Hours of work:
Monday - Friday, 08:30 to 17:00

Daily Responsibilities:

  • Assist customers with consumer product queries, including product troubleshooting:
  • Over the phone
  • Remote support using tools like ZOHO Assist.
  • Processing of technical tickets in helpdesk queues.
  • Oversee the technical support queue with the bulk of these tickets to be handled timeously, redirecting to the correct segment when appropriate.
  • Tickets to be closed within agreed team SLA time.
  • All tickets that arrive before 17:00 need to be attended to on the day.
  • Tickets that are not closed on the day need to be updated with a message as to why they are not closed.
  • Diagnose and troubleshoot technical issues, including account setup and network configuration.
  • Ask customers targeted questions to quickly understand the root of the problem.
  • Track computer system issues through to resolution, within agreed time limits
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers.
  • Refer to internal database or external resources to provide accurate tech solutions.
  • Ensure all issues are properly logged.
  • Prioritize and manage several open issues at one time.
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
  • Prepare accurate and timely reports as and when required.
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients, partners, and colleagues.
  • Escalation of client or partner issues to QA
  • Any complaints to be escalated timeously.
  • Queries that need assistance or for which answers cannot be determined to be escalated.
  • Online demos for Consumer products
  • Document processes and playbooks for the Product team through tools like Zoho Learn.
  • Perform any reasonable tasks / duties requested by management.
  • Assisting with training and onsite support for Consumer
  • Client POC's
  • Remote Partner technical training
  • Sharing any newfound knowledge acquired with any support query resolution with the rest of the team.
  • Shadowing cybersecurity consultants and engineers
  • Quality of service training
  • Key performance inductions
  • Product training
  • Demo and POC training
  • Sales process training
  • Online business systems training

Educational qualifications/Experience:

  • NQF Level
  • Technical support experience, preferably IT
  • Experience with Windows
  • Experience with Linux, iOS preferable.
  • CompTIA IT Fundamentals (ITF+)
  • CompTIA A+:
  • CompTIA Network+

Requirements:

  • Familiar with various Antivirus software, preferably ESET (preferred, not required)
  • Highly professional level of customer service and customer focus
  • MS Office / PC literate
  • Excellent telephone, verbal and written communication skills
  • Ability to understand and communicate technical terms
  • Works well under pressure
  • Punctual, Reliable, efficient and Patient
  • Ability to work as part of a team and help team out in all departments when required.

Job Types:
Full-time, Internship