24/7 Desktop Support Technician – VoIP & IT Infra

SmartRecruiters, Inc.; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

WNS, part of Capgemini, is seeking a Senior Program Analyst to support and maintain IT Desktop Services and infrastructure. The role involves 24/7 shift coverage to assist multiple customers and ensure high availability of applications and communications systems.

Primary tasks include incident management, hardware troubleshooting, VoIP configuration, and proactive maintenance to minimize downtime and maximize service quality across departments.

Qualifications

• Matric/Grade 12 or equivalent is required.
• Tertiary IT qualification is required for this role.

Responsibilities

• Maintain and support IT desktop applications and infrastructure to ensure reliability and availability.
• Manage and escalate incidents in line with SLA performance.
• Install, diagnose, maintain and repair PC hardware and telephony equipment as required.
• Identify potential risks and proactively drive solution improvements to minimize downtime.
• Respond to incidents promptly and coordinate with Tier 3 IT Support when needed.
• Provide desktop support to all departments and users for computer hardware, software and communications.
• Configure and support VOIP and video conferencing facilities and services.

Skills

IT support

Desktop troubleshooting

VoIP/Video conferencing

Customer service

Education

Matric/Grade 12 Certificate or equivalent

Tertiary IT qualification

Tools

VOIP systems

Telephony hardware

Job description

WNS, part of Capgemini, is seeking a Senior Program Analyst to support and maintain IT Desktop Services and infrastructure. The role involves 24/7 shift coverage to assist multiple customers and ensure high availability of applications and communications systems.

Primary tasks include incident management, hardware troubleshooting, VoIP configuration, and proactive maintenance to minimize downtime and maximize service quality across departments.