JOB TITLE:First Line Response (FLR) TechnicianLOCATION:Hybrid: George & RemoteABOUT 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 AWESOMEWe are driven to KEEP learning and EVOLVINGWe look beyond symptoms to identify and RESOLVE ROOT CAUSESWe hold each other accountable through CANDID and constructive FEEDBACKWe respect and care for each other and know we will only SUCCEED if we work AS A TEAMWe CARE deeply ABOUT the success of CYBERLOGICWe FINISH WHAT WE STARTWe always GIVE OUR BEST even if it means putting in the hard yardsWe KEEP THINGS SIMPLEPURPOSE OF POSITION:As a First Line Response Technician, you will play a critical role in providing efficient and effective technical support to our clients and internal teams. You will be required to perform simple hardware and software resolution as issues are initially logged by clients. The First Line Response Technicians take ownership of the service experience from first contact through to resolution.KEY RESPONSIBILITIES:Service Delivery & Customer Service:Provide first line remote and on-site technical support to clients and internal staff by answering telephonic calls and via emails and ticketing system.Create and assign tickets on behalf of customers and prioritize them based on urgency.Diagnose and resolve technical issues related to hardware, software, and network systems promptly and professionally.Conduct thorough troubleshooting and diagnostic procedures according to the triage questions, to identify the root cause (Email Setup, M365, Azure, Mimecast, Printer Setup, Delegate email access).Active Directory: User creation, unlocking of locked out accounts and resetting of user passwords.Act as first call resolution for password resets, locked emails, mail flow and mail delivery failure.Demonstrate knowledge of relevant infrastructure systems (Wireless Access Points - Routers - Firewalls – Servers)Accurately record and maintain detailed documentation of all support activities, including issues, resolutions, and troubleshooting steps taken.Deliver exceptional customer service by demonstrating a customer-focused approach, active listening, and empathy.Teamwork:Collaborate with IT team members to identify recurring issues, propose solutions, and contribute to process improvements.Escalate complex support tickets to the appropriate teams, ensuring timely resolution and minimal disruption to business operations.Support fellow team members to ensure the team succeeds collectively.Personal:Demonstrates a proactive approach to personal, technical, and career development.Always maintains a professional demeanour in all interactions.Stays current with the latest technology trends, products, and solutions by constantly upskilling.Ensures efforts and contributions are aligned with the organization's OKRs to enhance goal achievement and impact.QUALIFICATION AND EXPERIENCE:Experience:Proven 1-3 years’ working experience in IT-related role (desirably in MSP environment), providing technical support and troubleshooting in an IT environment.Proven 1 year experience and strong knowledge of operating systems (e.g., Windows, macOS, Linux) and common software applications (Pastel, Teamviewer).Familiarity with network protocols, hardware devices, and basic network troubleshooting.Exceptional customer service skills, with the ability to communicate technical concepts effectively to non-technical individuals.Required qualifications:Matric certificateCompTIA: A+ -CompTIA: N+-Microsoft: MD-100 - Windows 10 Microsoft: MD-101 - Managing Modern DesktopsMimecast: Level 1 WarriorDesired qualifications:ITIL: Foundation - certificationMicrosoft: AZ-900 - Azure FundamentalsMicrosoft: MS-900 - 365 FundamentalsMicrosoft: MS-100 - Microsoft 365 Identity and ServicesMicrosoft: MS-101 - Microsoft 365 Mobility and SecurityMicrosoft: MD-102 – Microsoft 365 Endpoint AdministratorCORE COMPETENCIES:Exceptional customer service skills, with the ability to communicate technical concepts effectively to non-technical individuals.Collaborating with individuals and in a team environmentManaging stress and overcoming challengesDemonstrating adaptability, systematic thinking, logical reasoning, and attention to detailPossessing excellent communication skills for effective interactionStrong problem-solving skills to efficiently diagnose and resolve technical issues.Strong organizational skills to prioritize tasks and handle multiple incidents simultaneously.Proficient in written communication - documenting activities and reporting.Proactive and self-motivated, with a continuous learning mindset and a passion for staying updated with new technologies.ADDITIONAL REQUIREMENTS:You will be required to travel to clients and must have your own reliable transport.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.#J-18808-Ljbffr