IT Systems Engineer; T2

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.

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.

• Proficient in Windows 10/11 troubleshooting and configuration.
  
  Understanding of Windows Server administration (including Active Directory, Group Policy, DNS, DHCP).
• Basic macOS troubleshooting and support.
• Basic Linux system administration tasks (e.g., file permissions, package management).
• Familiarity with virtualization concepts and platforms (e.g., VMware vSphere, Hyper-V).
• Advanced troubleshooting and configuration of desktops, laptops, servers, and peripherals.
• Understanding of server hardware components (RAID, storage, memory).

• Understanding of TCP/IP networking, subnetting, and routing.
• Ability to configure and troubleshoot network devices (switches, routers, wireless access points).
• Basic network monitoring and diagnostic tools (ping, trace route, ipconfig, nslookup).
• Familiarity with basic firewall concepts.

• Experience with security best practices (password policies, access controls).
• Experience with antivirus/anti-malware solutions and security patching.
• Ability to identify and respond to basic security incidents.

• Proficient in scripting for automation tasks (Power Shell, Bash).
• Ability to create and modify scripts for system administration and troubleshooting.
• Experience with cloud-based services (Microsoft 365, Google Workspace)
• Basic understanding of cloud platforms (AWS, Azure, GCP) and their services.

• Ability to monitor system performance and identify potential issues.
• Experience with system backup and recovery procedures.
• Ability to document system configurations and procedures

• Ability to diagnose and resolve complex technical issues independently.
• Ability to elevate issues to higher-level support when necessary.
• Strong problem-solving and analytical skills.

• 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.

• 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.

• Compliance with customer rules, processes and procedures while attending to work at customer offices.
• Compliance with B-Logic Onsite Statement of Work (SoW).

• 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.