IT Systems Engineer (T2)

B-Logic (Pty) Ltd; Wes-Kaap; On-site; ZAR 350,000 - 520,000; Full time

Job summary

B-Logic (Pty) Ltd is seeking an IT Systems Engineer (T2) to provide technical support and assistance to clients. You will diagnose issues, log tickets, and advise on corrective actions, while ensuring timely updates and escalation when required.

Qualifications include A+/N+, MCSA/MCSE, and experience with Microsoft 365/Azure, ITIL/COBIT5, and diverse OS environments. Strong scripting and networking skills are essential.

Qualifications

• Matric or NQF equivalent.
• A+ and N+ or equivalent.
• Microsoft MCSA or MCSE
• Experience with Microsoft 365 and Azure environments
• Certification or Degree in IT advantageous.
• Experienced 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.

Responsibilities

• Provide technical support and assist B-Logic clients via phone or in-person.
• Diagnose issues, categorize tickets, and log resolutions.
• Advise users on appropriate actions and monitor incidents to resolution.
• Escalate incidents when necessary and provide regular updates to stakeholders.
• Maintain knowledge of ITIL/ITSM processes and ensure accurate documentation.

Skills

Windows troubleshooting

macOS troubleshooting

Linux administration

VMware vSphere

Hyper-V

TCP/IP networking

PowerShell/Bash scripting

Cloud services (Microsoft 365)

AWS/Azure basics

Documentation

Education

Matric or NQF equivalent

A+ / N+ certification

Microsoft MCSA/MCSE

Microsoft 365 and Azure experience

ITIL/ COBIT5 familiarity

Tools

VMware vSphere

Hyper-V

Active Directory

DNS/DHCP

PowerShell

Bash

Google Workspace

Microsoft 365

Azure

AWS

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 escalate 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.