T1 IT Systems Engineer

SUMMARY:
-

POSITION INFO:

Main purpose of the role:
The primary role of the IT Systems Engineer (T1) 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: focus areas include, but are not limited to:
o Respond to logged tickets, and log ticket if no ticket exists.
o Ensure tickets are classified & prioritized accurately.
o Ensure time entries are captured accurately, consistently, and timeously.
o Ensure ticket SLA and hours logged compliance.
o Provides regular and timely updates to all parties (internal and external) on incident statuses.
o Ensure quality communication and that updates and resolutions meet stakeholder requirements.

Essential Technical Competencies: focus areas include, but are not limited to:
Operating Systems:
• Strong understanding of Windows 10/11 and Microsoft Office Suite
• Basic understanding of macOS and Linux

Hardware:
• Proficiency in troubleshooting and configuring desktop computers, laptops, printers, and other
peripherals
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP)

Software:
• Familiarity with RMM tools
• Experience with ticketing systems
• Basic understanding of Active Directory and Group Policy

Networking:
• Knowledge of network infrastructure (switches, routers, firewalls)
• Experience with basic network troubleshooting (ping, traceroute, IP configuration)

Security:
• Understanding of basic security principles (passwords, malware, phishing)
• Awareness of common security threats and best practices

Scripting:
• Basic scripting knowledge (e.g., PowerShell, Bash) for automation

Cloud Technologies:
o Familiarity with cloud concepts (e.g., SaaS, IaaS, PaaS)
o Experience with cloud-based services (e.g., Microsoft 365, Google Workspace)

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: focus areas include, but are not limited to:
o Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate response.
o Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents,
updates should be at least hourly).
o 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:
o Deliver exceptional and professional client support: Provide prompt, courteous, and professional support
to all clients while adhering to established communication protocols and escalation procedures.
o 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:
o Compliance with customer rules, processes and procedures while attending to work at customer offices.
o Compliance with B-Logic Onsite Statement of Work (SoW).

Efficiency and Productivity: focus areas include, but are not limited to:
o Manage workload effectively and meet established deadlines: Prioritize tasks efficiently, meet established deadlines for ticket resolution and proactively manage workload to avoid bottlenecks.
o 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:
o Risk Management: Identify, log, and communicate risks. Collaborate with stakeholders to develop
mitigation strategies.
o Knowledge Management: Document changes in the environment within the knowledge management
systems. Ensure diagrams, passwords, vendor info etc are kept up to date.
o Release and Deployment Management: Assist with new client transitions, documenting the environment and deploying management tools and configurations, aligning the infrastructure to best practice.
o 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

REQUIREMENT YEARS LEVEL
Min 3+ Years’ practical service delivery experience in:
IT Support (Field Support or Desktop Support) 3+ Intermediate
Experience in Microsoft 365 and Azure environments 3+ Intermediate
Experienced working with ITIL and COBIT5 frameworks 3+ Basic
General IT equipment Desktops, hardware/software 3+ Intermediate
General IT equipment Applications Switches, routers 3+ Basic
General IT equipment Microsoft Servers, server literacy 3+ Basic
QUALIFICATIONS: Y/N
ITIL framework or knowledge N
CompTIA A+ Y
CompTIA N+ Y
MCSA or equivalent Azure AZ900 Pref
Diversity, 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