IT Systems Engineer (T2) Onsite

Our client in Cape Town is seeking a dynamic and driven IT Systems Engineer (T2) responsible for providing technical support and assistance to all 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.

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.
  • 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.
• 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 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).
• 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.

Skills and Competencies:

The abilities that the individual needs to perform this role effectively:

• 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 meticulous 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.