Specialist Services Engineer; T2

The primary role of the Specialist Services Engineer (T2) is to deliver planned technical implementations, project tasks, onsite work, and escalated technical support across B-Logic client environments. The role supports the Professional Services department by implementing approved solutions, assisting with client onboarding and migrations, completing technical project work, maintaining accurate documentation, and ensuring work is delivered professionally, securely, on time, and in line with agreed scope.

The T2 Generalist is expected to work across Microsoft 365, endpoint, server, network, backup, security, and general infrastructure environments within an IT MSP context.

The primary tasks, functions and deliverables of the role include, but are not limited to:

• Compliance with Project and Ticket Lifecycle Management: focus areas include, but are not limited to:
• Work from approved project tickets, service tickets, implementation tasks, and assigned activities.
• Ensure project tasks and tickets are updated accurately with progress, blockers, risks, next steps, and completion notes.
• Capture time entries accurately, consistently, and timeously against the correct project, ticket, phase, or activity.
• Provide regular updates to internal project stakeholders, coordinators, technical leads, and clients where required.
• Ensure completed project work is quality checked, documented, and aligned to the approved scope of work and MSP delivery standards.
• Professional Services Delivery: focus areas include, but are not limited to:
• Complete technical project tasks such as deployments, migrations, endpoint preparation, Microsoft 365 changes, backup configuration, security tool deployment, and infrastructure support activities.
• Execute onsite and remote work in accordance with approved project plans, customer rules, B-Logic standards, and the relevant Statement of Work.
• Technical Escalations and
  
  Risk Management:
  
  focus areas include, but are not limited to:
• Identify project blockers, technical risks, out-of-scope requests, and potential delivery issues early and elevate appropriately.
• Support T3 engineers, project leads, service delivery, and client stakeholders with technical information needed to resolve escalations.
• Assist with technical findings, lessons learned, and handover notes for completed implementations or escalated incidents.
• ITIL, ITSM and MSP Operational Alignment: focus areas include, but are not limited to:
• Risk Management: Identify and communicate technical, scheduling, access, licensing, security, and scope risks that may impact project delivery.
• Knowledge Management: Update technical documentation, diagrams, passwords, licensing notes, configuration records, handover notes, and client environment details in the approved knowledge systems.
• Release and Deployment Management: Assist with client onboarding, tool deployment, endpoint preparation, Microsoft 365 configuration, backup enablement, RMM/EDR deployment, and transition tasks.
• Configuration Management: Ensure implemented configurations are documented, aligned to technical standards, monitored where applicable, and handed over for support and service management.
• Incident and Problem Support: Assist with troubleshooting where project work intersects with support issues, escalations, or client-impacting incidents.
• Change Management: Follow approved change processes, implementation windows, rollback plans, and communication requirements for client-impacting work.
• Continuous Improvement: Identify opportunities to improve repeatable project delivery, technical standards, automation, documentation quality, and client handover processes.

• Matric or NQF equivalent.
• A+ and N+ or equivalent.
• Microsoft certification or equivalent practical experience in Microsoft 365, Azure fundamentals, endpoint, server, or infrastructure technologies.
• Experience with Microsoft 365 administration, Entra /Azure AD, endpoint support, backup solutions, security tooling, and general MSP client environments.
• Certification or Degree in IT advantageous.
• Experienced working with ITIL and COBIT5 frameworks (certification will be advantageous).
• 5+…