IT Systems Engineer T2

Exciting opportunity to join our Client in the information technology industry for an onsite IT Systems Engineer (T2 based in Cape Town.

The primary role of the IT Systems Engineer (T2 is responsible for providing technical support and assistance to the Companys clients. The IT Systems Engineer may interact with customers by phone or inperson to identify and diagnose issues categorise and record reported queries and provide solutions. The IT Systems Engineer will advise users on appropriate course of action monitor issues from start to resolution and deal with escalations when required.

Responsibilities

• Compliance with the Ticket Lifecycle Management:
  • Respond to logged tickets and log ticket if no ticket exists
  • Ensure tickets are classified and prioritized accurately
  • Ensure time entries are captured accurately consistently and timeously
  • 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:
  • 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 HyperV)
  • 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/antimalware 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 cloudbased 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 higherlevel support when necessary
    • Strong problem solving and analytical skills
• Field Support
  • Compliance with customer rules processes and procedures while attending to work at customer offices
  • Compliance with Companys onsite statement of work
• Escalations:
  • 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:
  • Deliver exceptional and professional client support
  • Communicate effectively with clients
• Efficiency and Productivity:
  • Manage workload effectively and meet established deadlines
  • Continuously improve personal work processes and contribute to team success
• IT Information Library (ITIL) and IT Service Management (ITSM):
  • 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 information 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
  • Incident and Problem Management:
    • Assist with troubleshooting when tickets may become challenging for team members and your experience is required
    • Assist with overflow work when teams are struggling with capacity
  • Change Management:
    • Enforce discipline and ensure changes are planned with key stakeholders and well communicated
  • Incident Management:
    • Identify and perform root cause analysis
    • Report findings

Requirements:

• Matric or NQF equivalent
• A and N or equivalent
• Microsoft MCSA or MCSE
• Certification in Microsoft 365 and Azure environments
• Certification or Degree in IT is advantageous
• Experience 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 centre environment
• Strong interpersonal and leadership skills
• Excellent decisionmaking skills
• Ability to analyse and resolve problems
• Fluent verbal and written English communication skills
• Professional and confident communicator
• Effective listening skills
• Dynamic and high energy levels
• Good followup skills
• Be patient tactful diplomatic and approachable
• Ability to work under pressure and meet deadlines
• Work accurately meticulous and high attention to detail
• Excellent organization planning and time management skills
• Ability to multitask and prioritise
• Strong administration skills
• Enjoy working in a team but also can work independently
• Computer literate