Infrastructure Support Technician

JOB TITLE:

Infrastructure Support Technician

LOCATION:

Hybrid:
Johannesburg & Remote

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:

The Infrastructure Support Technician is pivotal in maintaining the seamless operation of our clients' enterprise IT environments. The role is responsible for providing 1st and 2nd line technical support and troubleshooting for server, networking, and internet-related issues to end-users, ensuring rapid resolution and minimal disruption to business operations.

The mission of this position is to deliver exceptional technical support, proactively manage IT infrastructure, and implement strategies that enhance system performance, reliability, and security for our clients.

ROLE RESPONSIBILITIES:

Troubleshooting:

• Responding to requests for technical assistance via phone, email, or ticketing system, and providing basic troubleshooting and support to clients on general infrastructure incidents.
• Consult with the Infrastructure Technical Leader to investigate and identify root causes of recurring problems and implement permanent solutions.
• Identifying and resolving common incidents, such as server connectivity problems, DNS issues, or internet connectivity issues.

Infrastructure Support and Management:

• Manage and resolve incidents by adhering to established incident management processes, ensuring timely resolution and minimizing the impact on customer operations.
• Providing first-line Public Cloud support (M365 & Azure) for clients.
• Providing infrastructure support including but not limited to disk space management, firmware upgrades, configuration backups, and SSL certificate renewals.
• Establish the stability, reliability, and security of Network Services (ADDS, DNS, DHCP, NPS), Windows Servers (Physical and Virtual), and Virtualization environments (Microsoft Hyper-V and VMware vSphere)
• Establish the stability, reliability, and security of LAN, WAN and WLAN networks including Perimeter UTM firewall appliances (Fortinet, Sonic Wall, Sophos)
• Providing first-line back-office support on Backup (Veeam) and/or end-point protection (ESET, Sentinel One and Defender) for clients.
• Escalating complex or unresolved issues to a senior team or vendors and following up on open tickets to ensure timely resolution.

Infrastructure and Security Risks Management:

• Stay informed about infrastructure and configuration best practices to proactively identify and mitigate potential risks, ensuring the stability and integrity of the client's systems and data.
• Stay informed about the latest cybersecurity threats, trends, and best practices to proactively identify and mitigate potential risks, ensuring the security and integrity of the client's systems and data.

Performance Optimisation:

• Assist the Infrastructure Support Engineers with performance analysis of systems to identify areas for optimization and implement strategies to enhance overall efficiency and performance.
• Assist the Infrastructure Support Engineers to identify and analyze potential bottlenecks and vulnerabilities within the system to ensure optimal performance and security.

Incident Response and Planning:

• Assist in reviewing and updating existing incident response plans based on best practices and lessons learned from previous incidents, ensuring they are up-to-date and effective.
• Assist in identifying and escalating major incidents to the appropriate teams for resolution, ensuring that all…