IT Systems Engineer (T2)

B-Logic (Pty) Ltd; Cape Town; On-site; ZAR 380,000 - 580,000; Full time

Job summary

B-Logic (Pty) Ltd in Cape Town seeks an IT Systems Engineer (T2) to provide technical support to clients, diagnose issues, log tickets, and guide users on corrective actions. You will escalate where needed and ensure timely updates to all stakeholders.

The role emphasizes Windows, AD, VMware, scripting, and ITIL/ITSM practices, with hands-on work at client sites and remote support as required.

Qualifications

• Matric or NQF equivalent is required.
• A+ and N+ or equivalent certifications are preferred.
• Microsoft MCSA or MCSE certification is advantageous.
• Certification or degree in IT is beneficial.

Responsibilities

• Provide technical support to B-Logic clients via phone or in-person.
• Log, classify, and track tickets with accurate time entries.
• Escalate issues and provide timely updates to stakeholders.
• Assist with troubleshooting across Windows, macOS, Linux, and virtualization platforms.
• Maintain documentation of configurations, processes, and resolutions.
• Identify and resolve P1/P2 incidents and perform root-cause analyses.

Skills

Windows troubleshooting

Active Directory

VMware vSphere

PowerShell scripting

Networking basics

ITIL/ITSM knowledge

Customer service

Troubleshooting

Documentation

Microsoft 365/Azure

Education

Matric or NQF equivalent

A+ and N+ or equivalent

MCSA/MCSE

IT certification advantageous

Tools

Microsoft 365

Azure

COBIT5

ITIL

Job description

The primary role of the IT Systems Engineer (T2) is responsible for providing technical support and assistance to all B-Logic clients. The IT Systems Engineers may interact with customers by phone or in-person to identify and diagnose issues, categorize and record reported queries and provide solutions. The IT Systems Engineers will advise users on appropriate course of action, monitor issues from start to resolution and deal with escalations when required.

The primary tasks, functions and deliverables of the role include, but are not limited to:

• Compliance with the Ticket Lifecycle Management: focus areas include, but are not limited to:
• Respond to logged tickets, and log ticket if no ticket exists.
• Ensure tickets are classified & prioritized accurately.
• Ensure time entries are captured accurately, consistently, and timeously.
• Ensure ticket SLA and hours logged compliance.
• Provides regular and timely updates to all parties (internal and external) on incident statuses.
• Ensure quality communication and that updates and resolutions meet stakeholder requirements.

Essential Technical Competencies: focus areas include, but are not limited to:

Operating Systems:

• Proficient in Windows 10/11 troubleshooting and configuration.Understanding of Windows Server administration (including Active Directory, Group Policy, DNS, DHCP).
• Basic macOS troubleshooting and support.
• Basic Linux system administration tasks (e.g., file permissions, package management).
• Familiarity with virtualization concepts and platforms (e.g., VMware vSphere, Hyper-V).
• Advanced troubleshooting and configuration of desktops, laptops, servers, and peripherals.
• Understanding of server hardware components (RAID, storage, memory).

Networking:

• Understanding of TCP/IP networking, subnetting, and routing.
• Ability to configure and troubleshoot network devices (switches, routers, wireless access points).
• Basic network monitoring and diagnostic tools (ping, traceroute, ipconfig, nslookup).
• Familiarity with basic firewall concepts.

Security:

• Experience with security best practices (password policies, access controls).
• Experience with antivirus/anti-malware solutions and security patching.
• Ability to identify and respond to basic security incidents.

Scripting:

• Proficient in scripting for automation tasks (PowerShell, Bash).
• Ability to create and modify scripts for system administration and troubleshooting.
• Experience with cloud-based services (Microsoft 365, Google Workspace)
• Basic understanding of cloud platforms (AWS, Azure, GCP) and their services.

Systems Administration:

• Ability to monitor system performance and identify potential issues.
• Experience with system backup and recovery procedures.
• Ability to document system configurations and procedures

Troubleshooting:

• Ability to diagnose and resolve complex technical issues independently.
• Ability to elevate issues to higher-level support when necessary.
• Strong problem-solving and analytical skills.

Escalations: focus areas include, but are not limited to:

• Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate response.
• Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly).
• Provide root cause analysis for major incident in the form of a Major Incident Report.

Customer Service: focus areas include, but are not limited to:

• Deliver exceptional and professional client support: Provide prompt, courteous, and professional support to all clients while adhering to established communication protocols and escalation procedures.
• Communicate effectively with clients: Clearly explain technical concepts to clients in a way that is easy to understand and maintain clear documentation of issues and resolutions.

Field Support: focus areas include, but are not limited to:

• Compliance with customer rules, processes and procedures while attending to work at customer offices.
• Compliance with B-Logic Onsite Statement of Work (SoW).

Efficiency and Productivity: focus areas include, but are not limited to:

• Manage workload effectively and meet established deadlines: Prioritize tasks efficiently, meet established deadlines for ticket resolution and proactively manage workload to avoid bottlenecks.
• Continuously improve personal work processes and contribute to team success: Proactively identify opportunities to streamline personal workflows and contribute to overall team efficiency.

IT Information Library (ITIL) and IT Service Management (ITSM): focus areas include, but are not limited to:

• Risk Management: Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies.
• Knowledge Management: Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to date.
• Release and Deployment Management: Assist with new client transitions, documenting the environment and deploying management tools and configurations, aligning the infrastructure to best practice.
• Configuration Management: Ensure best practice configuration, and that items are monitored, policies and alert thresholds appropriately defined. Ensure subscriptions are tracked and renewed, with renewal reminders in place. Identify and implement hardware, software and process performance improvement opportunities and notify stakeholders of these opportunities.

Education and Experience Requirements:

• Matric or NQF equivalent.
• A+ and N+ or equivalent.
• Microsoft MCSA or MCSE
• Experience in Microsoft 365 and Azure environments
• Certification or Degree in IT advantageous.
• Experienced working with ITIL and COBIT5 frameworks (certification will be advantageous).
• 5+ years practical service delivery experience in the Information Technology industry; as an IT support, field support or desktop support technician.
• Experience working in a service desk, customer service.