JOB TITLE:
Monitoring Technician
LOCATION:
Stellenbosch
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 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 Monitoring Technician, your role will be pivotal in maintaining the seamless operation of our IT infrastructure through continuous monitoring and maintenance of systems, networks, and applications. You'll collaborate closely with our IT operations team to proactively detect and resolve potential issues, aiming to minimize downtime and enhance performance. Your primary duties will involve logging, addressing, and overseeing alerts generated by monitoring systems. Additionally, you'll conduct initial investigations and provide first-level troubleshooting, as well as prioritize and escalate alerts when required.
KEY RESPONSIBILITIES:
Technical Support and Maintenance:
- Perform initial troubleshooting of alerts and promptly address issues to minimize downtime and maintain continuous operation by applying basic product knowledge.
- Contribute to the investigation and diagnosing of issues to determine root cause by responding promptly to alerts.
- Utilize the ticketing system to log alerts generated by the monitoring systems and solve the ticket in accordance with the SLA.
- Monitor the health, performance, and availability of IT systems, networks, servers, and applications on a regular basis.
- Perform monthly first-line support post-patch installs to ensure system stability and reliability.
- Maintain accuracy in all tasks by employing a methodical and systematic approach to error-checking to consistently meet agreed-upon SLAs.
- Contribute to the smooth functioning of IT infrastructure by utilising intermediate technical knowledge to effectively support core operational services and following prescribed procedures.
- Demonstrate basic Windows Server administration skills and possess a working knowledge of RMM suites to facilitate proactive monitoring and management of IT systems.
- Verify technical information accuracy by cross-referencing multiple sources through the use of RMM suites on a daily basis.
Ways of Working:
- Document incidents, troubleshooting steps, and resolutions on the documentation software for future reference and knowledge sharing.
- Record and maintain documentation detailing the assignment of clients to respective Internet Service Providers (ISPs) within the documentation software for future reference.
Cross-Team Collaboration:
- Collaborate with other IT teams and stakeholders to implement solutions and preventive measures for system improvements.
- Communicate effectively with cross-functional teams and non-technical stakeholders, providing updates and technical information as needed.
- Deliver communication and updates of ticket status to team members and clients as needed.
Continuous Learning and Development:
- Demonstrate a proactive approach to personal, technical, and career development.
- Maintain a professional demeanour in all interactions.
- Stay current with the latest technology trends, products, and solutions relevant to monitoring and IT operations.
- Ensure that efforts and contributions are aligned with the organization's OKRs to enhance goal achievement and impact.
Operational Excellence:
- Assist with optimising reporting accuracy and operational efficiency by making suggestions for novel approaches and techniques.
- Adapt to evolving situations by planning activities and tasks proactively and anticipating potential changes in circumstances.
- Enhance subject matter expertise by gathering comprehensive and accurate information from diverse sources to optimize monitoring operations and team performance.
- Contribute to the identification of inconsistencies needing further investigation by spotting contradictions in information to maintain data integrity in monitoring processes.
- Participate in the evaluation of the existing monitoring ecosystem continuously and provide direction on adjustments to better align with business needs.
Analyzing and Problem Solving:
- Contribute to the monitoring data analysis by dissecting components and identifying explicit connections, particularly when troubleshooting reporting discrepancies.
- Prepare monitoring reports on a weekly basis and request clarification from the team on ambiguous aspects or discrepancies.
- Contribute to the development of effective solutions by formulating concise monitoring and deployment assessments that meet the immediate requirements of the task.
KEY REQUIREMENTS:
Required:
- 1-2 yearsexperience in an IT Customer Service Environment
- 1 year experience working on a ticketing system and RMM suites
- Basic knowledge of IT infrastructure components, including servers, networks, databases, and cloud services
- Basic knowledge and skills in Backup products (advantageous)
- Basic knowledge and skills in Windows Server administration.
- Basic knowledge and skills in Anti-Virus products (advantageous)
- Diploma in IT Engineering or equivalent
- CompTIA A+
- CompTIA N+
Beneficial:
- Microsoft Certification MCSA: Windows Server 2016
- Microsoft Azure Fundamentals
CORE COMPETENCIES:
Technical Competencies & Skills:
- First-level Troubleshooting – Ability to perform initial investigations and basic troubleshooting of system alerts to minimize downtime and ensure continuous operation.
- Monitoring and Incident Management – Proficient in monitoring the health, performance, and availability of IT systems, networks, servers, and applications, and logging alerts using ticketing systems in line with SLAs.
- Windows Server Administration and RMM Suite – Basic skills in Windows Server administration and working knowledge of Remote Monitoring and Management (RMM) suites to proactively monitor and manage IT infrastructure.
- Patch Management Support – Experience in providing first-line support post-patch installations to ensure system stability and reliability, addressing potential issues proactively.
- Documentation and Reporting – Skilled in documenting incidents, troubleshooting steps, and maintaining accurate records in the documentation software, as well as preparing and analyzing monitoring reports for operational improvements.
Behavioural Competencies:
- Practical Intelligence
- Risk Management
- Goal Orientation
- Commercial Awareness
- Judgement
- Collaboration & Teamwork
- Tenacity
- Growth-Mindset
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.
