First Responder Intern

JOB TITLE: First Responder Intern

LOCATION:

Hybrid: Stellenbosch/Cape Town/Johannesburg & Remote

PURPOSE OF POSITION:

The purpose of the First Responder Intern role is to 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.

ROLE 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
• Engage in frequent shadowing activities alongside onsite technicians to gain practical experience and insights into providing onsite support.

Onsite Technical Support

• Engage in frequent 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.

Escalations

• Assist team members by learning and applying the fundamental troubleshooting steps before considering any escalation.
• Assist with documenting detailed notes within the support tickets outlining the steps taken to address issues before escalation.
• Assist in identifying and escalating complex support tickets to the appropriate department upon the team leader's approval within the SLA timeframe.
• Assisting the team in project-related activities.
• Matric certificate

Project Participation

• Assisting the team in project-related activities.
  

EDUCATION & WORK EXPERIENCE:

Key Qualifications:

• Matric certificate
  

Desired Qualifications:

• CompTIA A+
• CompTIA: N+
• Microsoft: MD-102 - Microsoft 365 Endpoint Administrator

Experience:

• No experience needed.

TECHNICAL COMPETENCIES & SKILLS:

• 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
• Change
• Decisive
• Detail focused
• Ethics
• Listening
• Poised
• Resilient
• Rigorous
• Self-development
• Self-esteem
• Stress management
• Striving
• Tenacious