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It Systems Engineer (T2) – Cape Town
Findojobs South Africa
Wes-Kaap
On-site
ZAR 300,000 - 400,000
Full time
Job summary
A tech service provider is looking for an IT Systems Engineer in Cape Town. The role involves providing technical support to clients, managing tickets, and ensuring compliance with service standards. Candidates must have strong troubleshooting skills in Windows and networking, along with relevant certifications. This is a full-time position with opportunities for personal development within a diverse and inclusive workplace.
Benefits
Qualifications
- 3+ years practical service delivery experience in IT.
- Proficient in customer communication and support.
- Experience with ITIL and COBIT frameworks is advantageous.
Responsibilities
- Provide technical support to all B-Logic clients.
- Ensure compliance with ticket lifecycle management.
- Monitor system performance and document configurations.
Skills
Education
Tools
Job description
Together we solve, build, manage and operate Information Technology to help realize your business potential.
Your success is our passion
Operations
Cape Town
Full time
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.
- Technical Competency: 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).
- Hardware:
- 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.
- Cloud Technologies:
- 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.
- Operating Systems:
- 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.
- 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).
- 3+ 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 or call center environment.
The abilities that the individual needs to perform this role effectively:
- Strong interpersonal & leadership skills.
- Ability to analyze and resolve problems.
- Fluent verbal and written English communication skills.
- Professional and confident communicator.
- Dynamic and high energy levels.
- Be patient, tactful, diplomatic, and approachable.
- Ability to work under pressure and meet deadlines.
- Work accurately, meticulous, and high attention to detail.
- Excellent organizational, planning and time management skills.
- Ability to multitask and prioritize.
- Enjoy working in a team, but also can work independently.
Together we solve, build, manage and operate Information Technology to help realize your business potential.
Your success is our passion
Operations
Cape Town
Full time
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.
- Technical Competency: 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).
- Hardware:
- 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.
- Cloud Technologies:
- 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.
- Operating Systems:
- 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.
- 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).
- 3+ 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 or call center environment.
The abilities that the individual needs to perform this role effectively:
- Strong interpersonal & leadership skills.
- Ability to analyze and resolve problems.
- Fluent verbal and written English communication skills.
- Professional and confident communicator.
- Dynamic and high energy levels.
- Be patient, tactful, diplomatic, and approachable.
- Ability to work under pressure and meet deadlines.
- Work accurately, meticulous, and high attention to detail.
- Excellent organizational, planning and time management skills.
- Ability to multitask and prioritize.
- Enjoy working in a team, but also can work independently.
Min 5 + Years’ Experience in:
Technical desktop support (end user environment) 5+ Advanced
IT Field – onsite experience 5+ Advanced
Driver’s license Yes
General IT equipment Desktops, hardware/software 5+ Advanced
General IT equipment Applications Switches, routers 5+ Intermediate
General IT equipment Microsoft Servers, server literacy 5+ Basic/Intermediate
General IT equipment networks, network equipment, PABX, telephony systems etc 5+ Intermediate
Experience in Microsoft 365 and Azure environments 5+ Intermediate
Experienced working with ITIL and COBIT5 frameworks 5+ Basic
VIP Desktop support 5+ Advanced
QUALIFICATIONS: Y/N
ITIL framework or knowledge Advantage
CompTIA A+ Y
CompTIA N+ Y
MCSA or equivalent AZ900, MS900 Y
Diversity, Equity, Inclusion and Belonging are key value sets embedded in the B-Logic culture.
B-Logic focuses on employing and developing talent across diverse races, gender, ethnicity, age, and abilities. Priority Talent recruited will be based on promoting and enhancing a more diverse and inclusive workforce at
B-Logic.
Your success is our passion
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