IT Systems Engineer – onsite

CORE FOCUS OF THE ROLE

Based onsite with clients in Cape Town, this role centres on delivering solid second-line support, managing tickets properly from start to finish, and keeping users informed and productive. Expect a mix of remote and deskside support, incident management, escalations, and day-to-day systems administration across modern SME business environments.

CORE RESPONSIBILITIES

• Manage the full ticket lifecycle: logging, classifying, prioritising, updating, and closing tickets within SLA
• Capture accurate, consistent time entries and keep all stakeholders updated on progress and resolutions
• Troubleshoot and support Windows 10/11, Windows Server (AD, Group Policy, DNS, DHCP), basic macOS and Linux
• Configure and support desktops, laptops, servers, and peripherals, including core server hardware components
• Support and troubleshoot networks: TCP/IP, subnetting, routing, switches, routers, wireless access points, and basic firewalls
• Use standard network tools (ping, traceroute, ipconfig, nslookup) for diagnostics and issue resolution
• Apply security best practice: password policies, access controls, anti-virus/anti-malware, and patching
• Identify and respond to basic security incidents and escalate when needed
• Use scripting (PowerShell, Bash) to automate admin tasks and streamline repetitive work
• Support cloud services such as Microsoft 365 and Google Workspace, with exposure to Azure/AWS/GCP
• Handle system monitoring, backups, and recovery, and document system configurations and procedures
• Diagnose and resolve complex technical issues independently, escalating appropriately where required
• Quickly identify and manage P1/P2 incidents, communicate regularly, and contribute to root cause analysis and Major Incident Reports
• Deliver professional onsite support, complying with client rules, processes, and onsite scopes of work
• Prioritise workload effectively, meet ticket deadlines, and continuously refine personal work processes
• Apply ITIL/ITSM principles across risk management, knowledge management, release/deployment and configuration management

REQUIREMENTS

• Matric or NQF equivalent
• A+ and N+ (or equivalent)
• Microsoft MCSA or MCSE, with strong Microsoft 365 and Azure experience
• Certification or Degree in IT advantageous
• Experience working with ITIL and COBIT5 frameworks (certifications advantageous)
• 3+ years’ practical service delivery experience in IT (IT support, field support, or desktop support)
• Experience in a service desk, customer service, or call centre environment

SKILLS AND PERSONAL ATTRIBUTES

• Strong interpersonal skills with the confidence to deal directly with end-users and stakeholders
• Sound decision-making ability with solid analytical and problem-solving skills
• Fluent, professional English communication – both verbal and written
• Effective listening skills and strong follow-up habits
• Calm under pressure, deadline-focused, and comfortable juggling multiple priorities
• Meticulous, accurate, and highly organised with excellent time management
• Strong administration skills and fully computer literate
• Collaborative team player who can also work independently and take ownership
• High energy, approachable and diplomatic in challenging situations