JOB TITLE: EUS Technician
LOCATION: Cape Town
ABOUT CYBERLOGIC:
Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.
Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.
Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.
Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.
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 SIMPLE PURPOSE OF POSITION: The role is pivotal with the Cyberlogic structure. The EUS Technician is responsible for the speedy resolution of Incidents and Service Requests with minimum come back, while providing an excellent customer experience. The EUS Technician will be responsible for performing onsite hardware, software and peripheral updates and repairs as part of agreement with our clients. The EUS Technician will be responsible for troubleshooting and repairs of computer systems and peripheral equipment located within our client environments. May include LAN installations, upgrades, and repairs. May maintain an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Ensures that all work performed is adequately captured and updated on Autotask.
KEY RESPONSIBILITIES: Service Delivery:
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 instructionsConduct 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. Teamwork:
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. Personal:
Drives own personal, technical and career development.Conducts themselves professionally always. CORE COMPETENCIES: Deciding and Initiating ActionWorking with PeopleAdhering to Principles and ValuesRelating and NetworkingPresenting and Communicating InformationPlanning and OrganisingCoping with Pressure and SetbacksAchieving Personal Work Goals and ObjectivesWriting and ReportingApplying Expertise and TechnologyLearning and ResearchingCreating and InnovatingDelivering Results and Meeting Client ExpectationFollowing Instructions and ProceduresOnsite client support.Proficient on AutotaskSetting up computers/workstationsWorkstation SetupsWorkstation Reloads.Office SupportOffice 365 - Incidents & RequestsMimecast - Incidents and RequestsEnd user hardware troubleshooting and RequestsLogging tickets with 3rd party vendors for 3rd party applicationsAnti-virus end user supportClient relationships/engagements KEY REQUIREMENTS: Matric.MCSE/MCSA or equivalentMinimum 3 years' experience in IT Customer Service environmentMinimum 3 years' Infrastructure experience in an IT services company Technologies:
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. DESIRED REQUIREMENTS 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. 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.
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