Cybersecurity Technical Support Intern

The Company: 4D Innovations Group (Pty) Ltd t/a ESET Southern Africa 

Role Name:  Cybersecurity Technical Support Intern

Location: Belmont Square, Rondebosch, Cape Town

Type of Position: Full-time

Hours of work: Monday – Friday, 08:30 to 17:00

Daily Responsibilities:

  • Assist customers with consumer product queries, including product troubleshooting:
    • Over the phone
    • Via email
    • Remote support using tools like ZOHO Assist.
  • Processing of technical tickets in helpdesk queues.
    • Oversee the technical support queue with the bulk of these tickets to be handled timeously, redirecting to the correct segment when appropriate.
    • Tickets to be closed within agreed team SLA time.
    • All tickets that arrive before 17:00 need to be attended to on the day.
    • Tickets that are not closed on the day need to be updated with a message as to why they are not closed.
    • Diagnose and troubleshoot technical issues, including account setup and network configuration.
    • Ask customers targeted questions to quickly understand the root of the problem.
    • Track computer system issues through to resolution, within agreed time limits
    • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
    • Properly escalate unresolved issues to appropriate internal teams
    • Provide prompt and accurate feedback to customers.
    • Refer to internal database or external resources to provide accurate tech solutions.
    • Ensure all issues are properly logged.
    • Prioritize and manage several open issues at one time.
    • Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
    • Prepare accurate and timely reports as and when required.
    • Document technical knowledge in the form of notes and manuals
    • Maintain jovial relationships with clients, partners, and colleagues.
  • Escalation of client or partner issues to QA
    • Any complaints to be escalated timeously.
    • Queries that need assistance or for which answers cannot be determined to be escalated.
  • Online demos for Consumer products
  • Document processes and playbooks for the Product team through tools like Zoho Learn.
  • Perform any reasonable tasks / duties requested by management.
  • Assisting with training and onsite support for Consumer
    • Client POC’s
    • Remote Partner technical training
  • Sharing any new-found knowledge acquired with any support query resolution with the rest of the team.
  • As part of the programme candidate would have access to:
    • Shadowing cybersecurity consultants and engineers
    • Quality of service training
    • Key performance inductions
    • Product training
    • Demo and POC training
    • Sales process training
    • Online business systems training

Educational qualifications/Experience:

  • NQF Level 5
  • Technical support experience, preferably IT
  • Experience with Windows
  • Experience with Linux, iOS preferable.
  • CompTIA IT Fundamentals (ITF+)
  • CompTIA A+:
  • CompTIA Network+


  • Familiar with various Antivirus software, preferably ESET (preferred, not required)
  • Highly professional level of customer service and customer focus
  • MS Office / PC literate
  • Excellent telephone, verbal and written communication skills
  • Ability to understand and communicate technical terms
  • Works well under pressure
  • Punctual, Reliable, efficient and Patient
  • Ability to work as part of a team and help team out in all departments when required.

To apply for this position please click on the following link: