IT Systems Engineer (T3)

Job Description

Exciting opportunity to join our Client in the IT industry for a IT Systems Engineer (T3) based in Cape Town.

The primary role of the IT Systems Engineer (T3) is to manage and monitor stalled systems and infrastructure. The IT Systems Engineers will be responsible for installing configuring testing and maintaining operating systems and infrastructure availability. Furthermore the Systems Engineer will monitor and test application performance for potential bottlenecks identify possible solutions and work with developers to implement those fixes. They will provide T2 and T3 level support and will be required to collaborate with Service Managers to proactively provide incident and change management support to clients.

Responsibilities

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
  • 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 Competencies: focus areas include but are not limited to:
  • Operating Systems:
    • Advanced proficiency in Windows Server administration (including Active Directory Group Policy DNS DHCP)
    • Understanding of Linux server administration (e.g. Red Hat Enterprise Linux Ubuntu Server)
    • Experience with virtualization technologies (e.g. VMware Hyper-V)
  • Networking:
    • In-depth knowledge of networking protocols (TCP/IP UDP routing switching)
    • Experience with network troubleshooting tools (Wireshark packet analyzers)
    • Familiarity with UTM firewalls load balancers and VPNs
  • Systems Administration:
    • Proficiency in system monitoring and performance tuning
    • Experience with scripting languages (e.g. Python PowerShell Bash) for automation
    • Strong understanding of security best practices and threat mitigation
  • Cloud Computing:
    • Experience with cloud platforms (AWS Azure GCP)
    • Knowledge of cloud services (IaaS PaaS SaaS)
    • Ability to design and implement cloud-based solutions
  • Database Administration:
    • Basic understanding of database administration concepts (SQL Server MySQL PostgreSQL)
    • Experience with database backups and recovery
  • Troubleshooting:
    • Advanced troubleshooting skills for complex system issues
    • Ability to analyze system logs and identify root causes
  • 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 Company Onsite Statement of Work (SoW)
  • 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
• 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
  • 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
• Customer Service & Client Portfolio Management: 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 complex technical concepts to clients in a way that aligns with their business objectives and facilitates informed decision-making
  • Collaborate with the relevant Service Manager per client to ensure the state of IT is good
  • Identify and make recommendations for addressing gaps risks or potential service improvements to the respective clients IT environment
  • Regularly review the state of site documentation and collaborate with the service managers to ensure the sites are well documented
  • Ensure proactive maintenance is conducted on infrastructure under management by collaborating with Service Managers and the Applications Team
• Talent Development Team Leadership & Collaboration: focus areas include but are not limited to:
  • Lead and mentor junior engineers fostering a culture of continuous learning: Provide effective leadership and mentorship to T1 and T2 engineers by coaching sharing knowledge and fostering a collaborative learning environment within the IT team
  • Collaborate effectively with internal and external stakeholders: Work collaboratively with colleagues and external vendors to resolve complex issues and ensure seamless service delivery
  • Contribute to the development of the IT teams knowledge base: Actively contribute to the internal knowledge base by documenting solutions troubleshooting steps and best practices for complex issues

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
• 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
• Strong interpersonal & leadership skills
• Excellent decision-making 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 follow-up skills
• Be patient tactful diplomatic and approachable
• Ability to work under pressure and meet deadlines
• Work accurately meticulously and high attention to detail
• Excellent organizational planning and time management skills
• Ability to multitask and prioritize
• Strong administration skills
• Enjoy working in a team but also can work independently
• Computer literate