Cyberlogic invites suitably qualified graduates to apply for First Responder Intern at the company.
Closing date: Not specified
Locations: Stellenbosch/Cape Town & Remote
First Responder Intern at Cyberlogic
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.
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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
Essential:
- National Senior Certificate (Matric) or equivalent
Desired:
- CompTIA A+
- CompTIA: N+
- Microsoft: MD-102 – Microsoft 365 Endpoint Administrator
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ADDITIONAL REQUIREMENTS:
- You will be required to have your own transport and valid drivers’ license.
- Strong analytical, innovative & problem-solving skills.
How to apply:
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.