IT Systems Professional

1 day ago

Cape Town, Western Cape, South Africa B-Logic (Pty) Ltd Full time
Job Description

The IT Systems Professional is responsible for providing technical support and assistance to all clients. The primary role involves identifying and diagnosing issues, categorizing and recording reported queries, and providing solutions.

Main Responsibilities
  • Ticket Lifecycle Management:
    • Respond to logged tickets and log new tickets if necessary.
    • Ensure accurate classification and prioritization of tickets.
    • Capture time entries accurately and consistently.
    • Maintain compliance with SLA and hours logged.
  • Technical Competency:
    • Diagnose and resolve core IT problems efficiently.
    • Maintain up-to-date technical skills relevant to the company's service offerings.
  • Escalations:
    • Identify P1 and P2 Incidents and initiate an immediate response.
    • Notify relevant stakeholders and communicate updates regularly.
  • Customer Service:
    • Deliver exceptional client support while adhering to established communication protocols.
    • Clearly explain technical concepts to clients in a way that is easy to understand.
  • Field Support:
    • Comply with customer rules and processes while attending to work at customer offices.
    • Adhere to B-Logic Onsite Statement of Work (SoW).
  • Efficiency and Productivity:
    • Manage workload effectively and meet established deadlines.
    • Proactively identify opportunities to streamline personal workflows and contribute to team efficiency.
  • ITIL and ITSM:
    • Risk Management: Identify, log, and communicate risks, collaborating with stakeholders to develop mitigation strategies.
    • Knowledge Management: Document changes in the environment within the knowledge management systems.
    • Release and Deployment Management: Assist with new client transitions and deploy management tools and configurations.
    • Configuration Management: Ensure best practice configuration and monitor items, policies, and alert thresholds.
    Requirements
    • IT Support Experience: 3+ Years - Intermediate
    • Microsoft 365 and Azure Experience: 3+ Years - Intermediate
    • ITIL Framework Knowledge: 3+ Years - Basic

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