Job Overview
Date Posted: Posted 1 month ago
Location: Bellville, Western Cape
Job Title: IT Systems Engineer (T2)
Salary: R25,000
Education Level: Certificate
Job Level: Intermediate
Minimum Experience: 3 - 5 Years
IT Systems Engineer (T2) required in Bellville, Cape Town.
A leading Managed IT Services Provider is looking for an IT Systems Engineer (T2) to join their team on a full-time permanent basis in Cape Town.
Excellent compensation package (subject to background and experience) plus internal career advancement opportunities.
About the role:
The primary role of the IT Systems Engineer (T2) is 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.
Requirements:
Extensive experience within a Managed Service Provider (MSP) environment
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)
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.
Duties and Responsibilities:
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
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 service offerings and stay current with evolving technologies.
Field Support:
Compliance with customer rules, processes and procedures while attending to work at customer offices
Compliance with Onsite Statement of Work (SoW)
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.
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
Personal Attributes:
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
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