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.

Essential Technical Competencies: focus areas include, but are not limited to:

• Operating Systems:
  • Strong understanding of Windows 10/11 and Microsoft Office Suite
  • Basic understanding of macOS and Linux
• Hardware:
  • Proficiency in troubleshooting and configuring desktop computers, laptops, printers, and other peripherals
  • Knowledge of basic networking concepts (TCP/IP, DNS, DHCP)
• Software:
  • Familiarity with RMM tools
  • Experience with ticketing systems
  • Basic understanding of Active Directory and Group Policy
• Networking:
  • Knowledge of network infrastructure (switches, routers, firewalls)
  • Experience with basic network troubleshooting (ping, traceroute, IP configuration)
• Security:
  • Understanding of basic security principles (passwords, malware, phishing)
  • Awareness of common security threats and best practices
• Scripting:
  • Basic scripting knowledge (e.g., PowerShell, Bash) for automation
• Cloud Technologies:
  • Familiarity with cloud concepts (e.g., SaaS, IaaS, PaaS)
  • Experience with cloud-based services (e.g., Microsoft 365, Google Workspace)
• Diagnose and resolve core IT problems efficiently: Accurately diagnose and troubleshoot a wide range of technical issues.
• Maintain up-to-date technical skills: Continuously develop technical knowledge and proficiency relevant to B-Logic’s service offerings and stay current with evolving technologies.

• Escalations: focus areas include, but are not limited to:
  • 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.

• Customer Service: focus areas include, but are not limited to:
• 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.

• Field Support: focus areas include, but are not limited to:
  • Compliance with customer rules, processes and procedures while attending to work at customer offices.
  • Compliance with B-Logic Onsite Statement of Work (SoW).

• Efficiency and Productivity: focus areas include, but are not limited to:
• 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.

• IT Information Library (ITIL) and IT Service Management (ITSM): focus areas include, but are not limited to:
  • Risk Management: Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies.
  • Knowledge Management: Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to date.
  • Release and Deployment Management: Assist with new client transitions, documenting the environment and deploying management tools and configurations, aligning the infrastructure to best practice.
  • Configuration Management: Ensure best practice configuration, and that items are monitored, policies and alert thresholds appropriately defined. Ensure subscriptions are tracked and renewed, with renewal reminders in place. Identify and implement hardware, software and process performance improvement opportunities and notify stakeholders of these opportunities.