End User Support Technician (Cape Town & Johannesburg)

JOB TITLE:
End User Support (EUS) Technician

LOCATION:
Cape Town & Johannesburg

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:
The role is pivotal with the Cyberlogic structure. The EUS Technician is responsible for the speedy resolution of Incidents and Service Requests with minimum come back, while providing an excellent customer experience. The EUS Technician will be responsible for performing onsite hardware, software and peripheral updates and repairs as part of agreement with our clients.

The EUS Technician will be responsible for troubleshooting and repairs of computer systems and peripheral equipment located within our client environments. May include LAN installations, upgrades, and repairs. May maintain an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Ensures that all work performed is adequately captured and updated on Autotask.

KEY RESPONSIBILITIES:
Service Delivery:

• Delivers quality work with few comebacks, good ticket admin and adherence to process. Closes tickets with enough focus on solution and root cause.
• Client centricity: Meets ticket survey ratio levels. Target: 5% of tickets closed receive survey responses where the average survey rating is greater than 90%.
• Consistently meet MTTR targets - Less than 3 hours to respond.
• Time logged: meets productivity expectations consistently of 6.5 hours logged per workday.
• Address user tickets regarding hardware, software, and networking.
• Walk customers through installing applications and computer peripherals.
• Ask targeted questions to diagnose problems.
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting.
• Test alternative pathways until you resolve an issue.
• Customize desktop applications to meet user needs.
• Record technical issues and solutions in logs.
• Direct unresolved issues to the next level of support personnel.
• Follow up with clients to ensure their systems are functional.
• Report customer feedback and potential product requests.
• Help create technical documentation and manuals.

Teamwork:

• Proactively shares knowledge within the team.
• Provides technical support and mentorship to the First Responder Team.
• Supports fellow team members to ensure the team succeeds collectively.

Personal:

• Drives own personal, technical and career development.
• Conducts themselves professionally always.

CORE COMPETENCIES:

• Deciding and Initiating Action
• Working with People
• Adhering to Principles and Values
• Relating and Networking
• Presenting and Communicating Information
• Planning and Organising
• Coping with Pressure and Setbacks
• Achieving Personal Work Goals and Objectives
• Writing and Reporting
• Applying Expertise and Technology
• Learning and Researching
• Creating and Innovating
• Delivering Results and Meeting Client Expectation
• Following Instructions and Procedures
• Onsite client support.
• Proficient on Autotask
• Setting up computers/workstations
• Workstation Setups
• Workstation Reloads.
• Office Support
• Office 365 - Incidents & Requests
• Mimecast - Incidents and Requests
• End user hardware troubleshooting and Requests
• Logging tickets with 3rd party vendors for 3rd party applications
• Anti-virus end user support
• Client relationships/engagements

KEY REQUIREMENTS:

• Matric.
• MCSE/MCSA or equivalent
• Minimum 3 years experience in IT Customer Service environment
• Minimum 3 years Infrastructure experience in an IT services company

Technologies:

• Intermediate DC facilities.
• Intermediate Networking experience.
• Intermediate Microsoft Server infrastructure experience.
• Intermediate Exchange and Office 365 experience.
• Intermediate experience with Server Backup technologies.
• Intermediate experience working with Infrastructure management tools.
• Intermediate user administration.

DESIRED REQUIREMENTS

• You will be required to travel to clients. Own vehicle and a valid drivers license are required.
• May be required to work after hours at times.
• Ability to be available for weekly standby according to a roster.

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.