Job Vacancies at Cyberlogic

PURPOSE OF POSITION:

• The Client Success Manager builds and nurtures business relationships with clients, focusing on delivering digital change/ adoption leveraging the Cyberlogic ecosystem. This ecosystem includes Managed Support Services, Procurement, Projects and Hosting services. A key outcome for the CSM is careful orchestration of a digital transformation journey based on an improvement plan relevant to each client’s specific need. This role is also accountable for maintaining and growing revenue in accounts by providing appropriate solutions to solve client business problems.

Technical

• Knowledge of Microsoft 365 product and licensing suite, Azure, Networking, Virtualisation, security and general on premise Infrastructure and IT technical affinity.

Passion

• Using IT to support a client's business objectives, using a combination of technology know-how with a good understanding of the client's business and industry.

Stakeholder Management:

• Ability to comfortably manage relationships on a technical and business level.

Experience

• A proven track record of technology solutions sales in the SME space is desired.

Accountable

• Client portfolio and business relationship management
• Maintaining and growing revenue in accounts
• Managing commercial risk

Responsible

• Commercial management
• Delivery management
• Client satisfaction

Contribution

• Peer coaching and mentorship
• Team development and innovation projects

KEY RESPONSIBILITIES:

Client Portfolio Management

• Maintain and build relationships with key client stakeholders
• Collate reporting to share at regular check-ins to align on value-driving metrics
• Proactive client risk and issue management
• Bill of ICT assessments
• Develop deep context of the client landscape and their operating model
• Understand the impact of business trends and emerging technology on our clients and their customers and staff
• Generate value by working with our clients to create innovative solutions to business problems

Demand Management

• Opportunity and pipeline development initiatives
• Drive both client demand and support the sales process
• Develop account plan with the support of the greater Client Success and Delivery team
• Lead client to successfully operate their IT landscape, from Adoption to Digital Transformation
• Develop an improvement plan and execution roadmap to augment the client’s IT landscape

Delivery Management

• Project portfolio management across client accounts
• Appropriate allocation of teams in conjunction with the projects manager to deliver planned initiatives
• Manage project quality, milestones, budget, risks and issues
• Build partnerships with internal teams to support effective service delivery
• Manage client expectations and retrospectives following delivery initiatives
• Develop reusable intellectual property and collateral for knowledge sharing

Commercial Management

• Annual SLA renewal planning, negotiation and approval
• Manage commercial risk ensuring contracts are signed and in place timeously
• Project proposal coordination
• Project forecasting and billing
• Project Statement of Work support
• Compliance management of Cyberlogic terms
• Management of profitability of projects and services

Coaching and Mentoring

• Peer coaching and mentoring of teammates
• Development of knowledge assets to share with the team
• Profile the Cyberlogic brand to attract talent and build further client opportunities

CORE COMPETENCIES:

• Adhering to Principles and Values
• Presenting and Communicating Information
• Creating and Innovating
• Delivering Results and Meeting Client Expectations

DESIRED REQUIREMENTS:

• You will be required to travel to clients. Own vehicle and a valid driver’s license are required.
• To be successful in this role, the candidate must be passionate about making a difference, be able to work autonomously as well as a part of an extended team, conduct themselves with integrity, professionalism and adopt a continuously learning mindset to meet the challenges of delivering within an ever-changing technology landscape.
   

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PURPOSE OF POSITION:

• The Vulnerability Remediation technician will be tasked with remediating vulnerabilities on clients’ systems. This includes vulnerability remediation planning, patching and manual remediation actions. They will be required to analyse and assess the impact of remediation on various systems and environments. A member in this role will need to have to ability to take ownership of items, lead the support of their items, apply expertise and knowledge, conduct deep analysis, and write/present reports.

KEY PERFORMANCE AREAS

• Understanding the impact of vulnerability remediation actions.
• Coordination of patch schedules.
• Developing remediation plans.
• Create remediation scripts.
• Test remediation actions.
• Analyse Vulnerability Metrics.
• Action remediation plans.

RESPONSIBILITIES

• Researching the vulnerability, the affected system and remediation actions to understand the impact of the vulnerability and its fix.
• Coordinate client patch schedules for their workstations and servers. Ensuring that patches for servers take place in line with Backup schedules which are managed by different teams.
• Create and document remediation plans and action steps which can be handed over to various entities to remediate vulnerabilities.
• Create scripts which can be deployed to remediate vulnerabilities via Command Prompt, Terminal, or PowerShell.
• Conduct testing of high risk or unfamiliar remediation actions in a test environment.
• Analyse vulnerability data and metrics in order to understand the client’s vulnerability landscape as well as to plan and execute vulnerability remediation efforts.
• Practically implementing vulnerability remediation plans on client devices.

QUALIFICATIONS AND EXPERIENCE

• 3+ years working in-depth with IT systems, processes, and capabilities.
• Has a fundamental understanding of security principles.
• Has experience and is knowledgeable about Vulnerability Management.
• Has hands on experiences with patch management.
• Experience with using remote management software.
• Has scripting experience.
• Can communicate technical items to a non-technical audience.
• CompTIA Security+ certification is required as a minimum.
• Qualys Certified Specialists certifications are desired.
• MCP, MCITP or relevant Microsoft certification is required.
• Professional Microsoft Windows understanding surrounding fundamental functions, the registry, and security related considerations is required.
• Professional Linux understanding surrounding installs, upgrades, updates, and security related considerations is desired.
• You may be required to travel to clients or our other offices. Own vehicle and a valid driver’s license is required.

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PURPOSE OF POSITION:

• Client-Facing: Service Delivery Manager is responsible for ensuring that his/her customers receive the highest level of service excellence from our Operations team. The Service Delivery Manager is pivotal in promoting a progressive, results driven and positive environment.
• Internal: The Service Delivery Manager should be able to use his/her experience to help coach and mentor their team by guiding, creating standards and promoting growth across their team(s).
• The Service Delivery Manager should be aiding his/her Team with capacity planning, identify skill gaps within the Team to enable the Team to support our Service Offerings.

KEY RESPONSIBILITIES:

Service Delivery:

• Contribute to organisational strategic planning by developing service policies and standards that are aligned with business objective key results.
• Ensure services are delivered according to agreed business standards and within service level agreements (SLA)
• Implement and uphold established processes, policies, and procedures within area of control.
• Ensure that the Operations Team are enabled to deliver service to a high standard.
• Serve as an escalation point for all matters relating to service delivery to the customer via operations
• Proactively consult with key stakeholders (internally and externally with clients) to ensure early identification and mitigation of business risk.
• Compile and deliver monthly service reports to relevant stakeholders (internally and externally with clients).
• Service Delivery Reviews:
• Identify and report on trends in the environment and work with teams internally for root causes and potential upselling opportunities.
• Report on SLA compliance across support tickets.
• Review Customer Satisfaction scores for the month.
• Report on Patch and Antivirus compliance across the managed device landscape.
• Help identify infrastructure risks.
• Look out for opportunities around automation and process improvement.

Continuous Service Improvement:

• Identify opportunities for automation and procedural streamlining that can contribute to the scalability of the Operations Team.
• Help identify potential risks in a client environment.

Team Management:

• Responsible for management of team including interviewing, training, and performance management.
• Promote a progressive, results driven, positive environment within which our employees can thrive.
• Provide regular, constructive, and consistent performance feedback to team via monthly 1:1 session.
• Provides the team with shop-floor goal coaching and mentoring.
• Tracking Team growth using the available tools.
• Attend daily-check ins with the Team for planning and capacity purposes.
• Setup monthly 1:1’s with each direct report.
• Daily and future Team capacity planning.

Internal:

• Attend monthly internal strategy sessions as a Leader in the business.

Personal:

• Drives own personal, technical and career development.
• Conducts themselves professionally always.

KEY REQUIREMENTS:

• Relevant IT related Tertiary Qualification (Advantageous)
• Minimum 3-5 years working in a leadership role in an IT Service organisation
• Minimum 3-5 years in client facing role within IT Service organisation
• Good understanding and exposure to IT Operations environment
• ITIL V3 Foundation certification

OTHER REQUIREMENTS:

• You will be required to travel to clients. Own vehicle and a valid driver’s license are required.

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PURPOSE OF POSITION:

• Responsible for leading a team of desktop support technicians that perform general desktop hardware, software, network and peripheral updates and repairs in an organisation. Responsible for allocation of tasks, advanced troubleshooting and ensuring repairs are undertaken in accordance with organisational policy and standards. May include LAN installations, upgrades, and repairs. Prepares progress reports for all work performed.

KEY RESPONSIBILITIES:

• Lead and manage a team of technicians.
• Make sure tickets are updated and resolved withing SLAs.
• Make sure Client is receiving proper feedback.
• Queue management of the tickets to maintain Flow.
• Provide technical support and guidance to the Customer Support Technicians
• Help coach and develop the Customer Support Technician skills
• Acts as a buffer between the Customer Support Technicians and the Escalations team.
• Ensures that tickets are assigned, updated, actively being worked on.
• Jump in and assist with support tickets when the Team are overwhelmed.
• Work closely with the SDM to meet client demands.
• Teams seek technical advice from Team Lead.
• Handling and managing conflict amongst the Team.

DESIRED CORE COMPETENCIES:

Leading and Supervising:

• Co-ordinates group activities, ensuring that roles within the team or department are clear and that individuals know what is expected of them.
• Defines standards for appropriate behavior and addresses inappropriate behavior from others.
• Decides which team or department is best placed to deliver which aspects of the overall project, considering departments' resources and an appropriate balance of routine and challenging tasks.
• Emphasizes the impact and importance of people’s work for achieving team targets and objectives; empowers people with respect to the achievement of these targets and objectives.
• Encourages others to pursue development opportunities and creates genuine learning opportunities for them.
• Identifies, attracts, and recruits high caliber individuals as organisation-wide assets.

Working with People:

• Considers how others' perceptions of a situation may influence the way they behave; demonstrates an ability to interpret non-verbal or emotional signs.
• Creates a sense of team spirit by encouraging harmony, co-operation, and communication.
• Ensures that the contribution of others is recognized through formal reward processes and gestures of informal recognition.
• Communicates proactively and encourages others to share their views; consults others when decisions need to be made.
• Recognizes others' limitations and offers appropriate support, especially during difficult working periods; monitors the well-being of others and takes steps to help others deal with challenging circumstances.
• Develops and openly communicates self-insight such as an awareness of own strengths and weaknesses and what may come naturally or less naturally to them.

Applying Expertise and Technology:

• Demonstrates detailed knowledge and expertise in own area; can answer technical queries from others; shows some knowledge of related issues and subject areas.
• Develops own technical skills and knowledge by looking out for opportunities to engage in continual professional development.
• Shares knowledge and expertise openly and freely, providing appropriate guidance, coaching and advice on technical issues.
• Becomes familiar with the activities of a wide range of other organisational functions within Cyberlogic and how they should work together as a system; identifies interdependencies among departments in Cyberlogic.

Coping with Pressure and Setbacks:

• Maintains exemplary levels of work even in extremely taxing or pressurized environments, including crisis situations.
• Channels potentially negative emotions in a helpful and positive manner, even in highly emotive or emotionally challenging settings.
• Creates an organisational culture that emphasizes the importance of work-life balance at all levels.
• Maintains visibly high levels of morale in the face of difficulties.
• Always remains upbeat about the future while demonstrating to others a firm belief that obstacles and adversity will be conquered.
• Welcomes and invites criticism, regarding it as an opportunity for individuals and Cyberlogic to improve and develop; retains a positive self-image even when directly criticized.

DESIRED TECHNICAL COMPETENCIES:

• Microsoft Certifications
• Active Directory, Windows Server, TCP/IP, Network Administration, Hardware Switches, WAN/LAN. A technical Team lead needs to have strong technical abilities to be able to troubleshoot and fix technical problems presented by the Team.
• ITIL qualification

QUALIFICATION AND EXPERIENCE:

• Matric
• 3-Year IT degree/ National Diploma in IT (Ideal)
• Minimum of 3-5 years’ experience working within an IT service organisation and leading a technical team.

ADDITIONAL REQUIREMENTS:

• You will be required to travel to clients and must have own transport.
• Experience with cloud-based technologies (i.e. AWS, Azure) is highly advantageous
• Strong analytical, innovative & problem-solving skills.
   

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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 instructions
• Conduct 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 Action
• Working with People
• Adhering to Principles and Values
• Relating and Networking
• Presenting and Communicating Information
• Planning and Organising
• Coping with Pressure and Setbacks
• Achieving Personal Work Goals and Objectives
• Writing and Reporting
• Applying Expertise and Technology
• Learning and Researching
• Creating and Innovating
• Delivering Results and Meeting Client Expectation
• Following Instructions and Procedures
• Onsite client support.
• Proficient on Autotask
• Setting up computers/workstations
• Workstation Setups
• Workstation Reloads.
• Office Support
• Office 365 - Incidents & Requests
• Mimecast - Incidents and Requests
• End user hardware troubleshooting and Requests
• Logging tickets with 3rd party vendors for 3rd party applications
• Anti-virus end user support
• Client relationships/engagements

KEY REQUIREMENTS:

• Matric.
• MCSE/MCSA or equivalent
• Minimum 3 years’ experience in IT Customer Service environment
• Minimum 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.