Desktop Support Technician

Overview Job Title: First Response TechnicianLocation: Stellenbosch / Cape Town (Hybrid) Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Our services span IT leadership, cyber security, cloud solutions, and business intelligence for a diverse client base across industries, including the international maritime sector. For almost three decades, Cyberlogic has focused on enabling digital transformation and delivering value. We maintain a national and international footprint and provide transparent, open guidance to improve processes, grow businesses, and secure data. Cyberlogic is part of the Hyperclear Technology group, which offers robotic process automation (RPA), BPM, data analytics, and decisioning technology. Through our non-profit, Ride for a Child (R4C), we partner with Bright Start Education Foundation to support underprivileged learners. 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 As a First Responder Technician, you will play a critical role in providing efficient and effective technical support to clients and internal teams. You will perform simple hardware and software resolutions as issues are logged by clients. The First Line Response Technicians take ownership of the service experience from first contact through to resolution. Key Responsibilities Technical Support Deliver first-line remote and on-site technical support to clients and internal staff. Create, assign, and prioritise support tickets, considering urgency and impact. Manage and execute basic hardware component installations and software-related issues independently. Troubleshoot independently and resolve configuration problems. Update and manage support tickets in the ticket management system with accurate statuses and updates. Resolve technical issues, including complex mail flow problems and email access issues, collaborating with senior team members when needed. Onsite Technical Support Conduct frequent on-site inspections to ensure stable internet connections and proper workstation functioning, including updates and maintenance. Provide on-site assistance for First Line incidents and requests requiring in-person attention. Documentation Compile clear and user-friendly how-to guides for common technical procedures. Present documented guides to the team for review and feedback. Maintain documents based on feedback and changes to ensure accuracy and accessibility for future reference. Have documents signed off by the team lead and upload to the cloud-based IT documentation system. Customer Service Provide continuous communication to clients on issues logged with a customer-focused approach, active listening, and empathy. Provide timely updates on customer-submitted tickets, adhering to the SLA framework and using the ticket management system. Explain technical solutions to clients in clear, understandable terms. Teamwork Engage with team members to identify recurring issues and contribute to process improvements. Participate in problem-solving discussions and contribute to ongoing improvements. Continuous Learning Stay up-to-date with industry trends to enhance technical expertise. Support with providing training sessions to First Responder Technicians and interns. Escalations Collaborate with team leads to exhaust troubleshooting steps before escalation. Document comprehensive notes in support tickets to record actions taken before escalation. Coordinate and oversee escalation of complex tickets to relevant departments per SLA requirements. Project Participation Independently coordinate project tasks and contribute to project objectives. Key Requirements Required National Senior Certificate or equivalent CompTIA A+ Mimecast: Level 1 Warrior 1-3 years' IT-related experience in a support role (desirable in an MSP environment) Experience with operating systems (Windows, macOS) and software applications (Pastel, TeamViewer) Experience using ticketing systems for tracking and managing support requests Experience using remote control tools Beneficial Microsoft: AZ-900 - Azure Fundamentals Microsoft: MS-900 - 365 Fundamentals Microsoft: MD-102 - Microsoft 365 Endpoint Administrator Competencies Technical Competencies & Skills Competent in providing remote and onsite support. Strong knowledge of operating systems (Windows, macOS) and software applications (Pastel, TeamViewer). Advanced understanding of computer hardware components. Applying Expertise and Technology Writing and reporting Behaviour Competencies Adaptable Approachable Caring Change Decisive Detail focused Ethics Listening Poised Resilient Rigorous Self-development Self-esteem Stress management Striving Tenacious If you work from home, ensure you have an uninterrupted internet connection and a work-appropriate environment to deliver your best performance. #J-18808-Ljbffr