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Job PositionTitle:Department:Operations
Location:Cape Town
Job Type:Full time
Main purpose of this role: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.
Responsibilities:The primary tasks, functions and deliverables of the role include, but are not limited to:
Compliance with the Ticket Lifecycle Management: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:Diagnose and resolve core IT problems efficiently: Accurately diagnose and troubleshoot a wide range of technical issues.Maintain up-to-date technical skills: Continuously develop technical knowledge and proficiency relevant to B-Logic's service offerings and stay current with evolving technologies.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: 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: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: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):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 MCSEExperience in Microsoft 365 and Azure environmentsCertification 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.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.Minimum Requirements:Min 5 + Years' Experience in Technical desktop support (end user environment)5+ years in IT Field – onsite experienceDriver's license requiredGeneral IT equipment experience (Desktops, hardware/software)General IT equipment experience (Applications, Switches, routers)General IT equipment experience (Microsoft Servers, server literacy)General IT equipment experience (networks, network equipment, PABX, telephony systems etc)Experience in Microsoft 365 and Azure environmentsExperienced working with ITIL and COBIT5 frameworksVIP Desktop support experienceDiversity, 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. Please complete the form in full.Name
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