First Responder Intern Post in Cape Town at Cyberlogic

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First Responder Intern Post in Cape Town at Cyberlogic

Cyberlogic is a reputable Managed Solutions Provider that specializes in cloud infrastructure optimization and cyber security. Cyberlogic’s core competencies are in IT leadership, security, and cloud computing.

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 discussion

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.

Also Apply: Cummins South Africa Apprentice Opportunities for South African Youth

BEHAVIOURAL COMPETENCIES:

  • Adaptable
  • Approachable
  • Caring
  • Decisive
  • Detail focused
  • PoisedResilient
  • 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.

Apply here

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