Desktop Support Technician

Cyberlogic; Stellenbosch; Hybrid; ZAR 200 000 - 250 000; Full time

Job summary

A leading managed solutions provider is seeking a First Response Technician in Stellenbosch/Cape Town. This role involves delivering remote and on-site technical support, troubleshooting issues, and maintaining documentation. Ideal candidates should have a National Senior Certificate, CompTIA A+, and experience in IT support, preferably within an MSP environment. Join a dynamic team and contribute to enhancing customer experiences while evolving your technical skills.

Benefits

Work-from-home opportunity

Continuous learning and development

Qualifications

• 1-3 years' IT-related experience in a support role, preferably in an MSP environment.
• Experience with operating systems (Windows, macOS) and software applications (e.g., Pastel).
• Experience using remote control tools and ticketing systems.

Responsibilities

• Deliver first-line remote and on-site technical support to clients.
• Resolve technical issues including email access and configuration problems.
• Compile user-friendly how-to guides for common technical procedures.
• Provide continuous communication to clients on logged issues.

Skills

Technical support

Customer service

Troubleshooting

Documentation

Teamwork

Adaptability

Education

National Senior Certificate or equivalent

CompTIA A+

Tools

Ticket management systems

TeamViewer

Pastel

TeamViewer

Job description

Overview

Job Title: First Response Technician
Location: 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.