End User Support Technician Talent Pool
Cyberlogic
- Cape Town, Western Cape
- Permanent
- Full-time
- 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
- 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.
- 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.
- Drives own personal, technical and career development.
- Conducts themselves professionally always.
- 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
- Matric.
- MCSE/MCSA or equivalent
- Minimum 3 years' experience in IT Customer Service environment
- Minimum 3 years' Infrastructure experience in an IT services company
- 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.
- You will be required to travel to clients. Own vehicle and a valid driver's license are required.
- May be required to work after hours at times.
- Ability to be available for weekly standby according to a roster.