IT Systems Engineer (T1)

The primary role of the IT Systems Engineer (T1) is responsible for providing technical support and assistance to 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.

• 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.
• 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

Familiarity with cloud concepts (e.g., SaaS, IaaS, PaaS)

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 Client's service offerings and stay current with evolving technologies.

• 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.
• Must have drivers licence
• Must have own car

R22 000 - R27 000 pm

Please send cv to ***email_hidden***