First Responder Intern

JOB TITLE:
First Responder Intern

LOCATION:
Hybrid: Stellenbosch/Cape Town & 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. 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
• Onsite Technical Support
• Engage in 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.

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
• Decisive
• Detail focused
• Poised
• Resilient
• Stress management
• Tenacious

QUALIFICATION AND EXPERIENCE:
Essential:

• National Senior Certificate (Matric) or equivalent

Desired:

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

ADDITIONAL REQUIREMENTS:

• You will be required to have your own transport and valid drivers' license.
• 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.