Specialist Services Engineer (T2)

 

 

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Title: Specialist Services Engineer (T2) Department: Professional Services Company: B-Logic Location: Cape Town Job Type: Full time Main purpose of the role: 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. Responsibilities: 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:

o Work from approved project tickets, service tickets, implementation tasks, and assigned activities.

o Ensure project tasks and tickets are updated accurately with progress, blockers, risks, next steps, and completion notes.

o Capture time entries accurately, consistently, and timeously against the correct project, ticket, phase, or activity.

o Provide regular updates to internal project stakeholders, coordinators, technical leads, and clients where required.

o 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: o Complete technical project tasks such as deployments, migrations, endpoint

preparation, Microsoft 365 changes, backup configuration, security tool deployment, and infrastructure support activities.

o 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: o Identify project blockers, technical risks, out-of-scope requests, and potential delivery

issues early and escalate appropriately. o Support T3 engineers, project leads, service delivery, and client stakeholders with

technical information needed to resolve escalations. o Assist with technical findings, lessons learned, and handover notes for completed

implementations or escalated incidents.

 

 

 

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• ITIL, ITSM and MSP Operational Alignment: focus areas include, but are not limited to: o Risk Management: Identify and communicate technical, scheduling, access, licensing,

security, and scope risks that may impact project delivery. o Knowledge Management: Update technical documentation, diagrams, passwords,

licensing notes, configuration records, handover notes, and client environment details in the approved knowledge systems.

o Release and Deployment Management: Assist with client onboarding, tool deployment, endpoint preparation, Microsoft 365 configuration, backup enablement, RMM/EDR deployment, and transition tasks.

o Configuration Management: Ensure implemented configurations are documented, aligned to technical standards, monitored where applicable, and handed over for support and service management.

o Incident and Problem Support: Assist with troubleshooting where project work intersects with support issues, escalations, or client-impacting incidents.

o Change Management: Follow approved change processes, implementation windows, rollback plans, and communication requirements for client-impacting work.

o Continuous Improvement: Identify opportunities to improve repeatable project delivery, technical standards, automation, documentation quality, and client handover processes.

Education and Experience Requirements:

• 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 ID/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+ years practical experience in the Information Technology industry, preferably within an MSP, project implementation advantageous/preferred.

Skills and Competencies: The abilities that the individual needs to perform this role effectively:

• Strong generalist technical capability across Microsoft 365, endpoints, networking, servers, backups, security tools, and cloud services.

• Strong client-facing communication, stakeholder management, and project delivery skills.

• Good judgement and decision-making skills when working independently on client sites or remote implementations.

• Ability to analyse and resolve problems.

• Fluent verbal and written English communication skills.

• Professional and confident communicator. Effective listening skills.

• Dynamic and high energy levels.

• Good follow-up skills.

• Be patient, tactful, diplomatic, and approachable.

• Ability to work under pressure and meet deadlines.

• Work accurately, meticulous, and high attention to detail.

• Excellent organization, planning, time management, and task ownership skills within a project- driven environment.

• Ability to multitask and prioritize.

• Strong administration, documentation, handover, and time-capture discipline.

• Enjoy working in a team, but also can work independently.

 

 

 

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Specialist Services Engineer (T2)

REQUIREMENT YEARS LEVEL

Min 5 + Years’ Experience in:

Endpoint, desktop, laptop, printer, peripheral, and user environment support 5+ Advanced

Network troubleshooting and implementation support 5+ Advanced

Onsite field work and professional services implementation experience 5+ Advanced

Driver’s license Yes

General IT equipment, desktops, hardware, software, and device preparation 5+ Advanced

Switches, routers, wireless, firewalls, VPN, and basic network services 5+ Intermediate

Windows Server, Active Directory, DNS, DHCP, Group Policy, and server literacy 5+ Basic/Intermediate

Backup, monitoring, RMM, EDR/AV, security tools, and MSP platform support 5+ Intermediate

Microsoft 365, Entra ID/Azure AD, Exchange Online, Teams, SharePoint, OneDrive, and Azure fundamentals 5+ Intermediate

ITIL, ITSM, change control, documentation, and MSP service delivery processes 5+ Basic

Project implementation, migrations, client onboarding, and technical handover 5+ Advanced

QUALIFICATIONS: Y/N LEVEL

ITIL framework or knowledge Advantage

CompTIA A+ Y

CompTIA N+ Y

MCSA or equivalent AZ900, MS900 Y