24/7 Service Desk Engineer

Ultima; Wes-Kaap; On-site; ZAR 279,000 - 390,600; Full time

Benefits offered by this job

Competitive financial benefits

Opportunities for training and development

Job summary

A leading IT services company is seeking a Technical Engineer for their 24x7 operations in South Africa, Wes-Kaap. The role involves providing Infrastructure Managed Services and End-User IT support, responding to IT issues via multiple channels, and ensuring adherence to ITIL best practices. Ideal candidates should have experience in IT support roles, familiarity with Microsoft technologies, and strong communication skills. This position offers a competitive benefits package and a commitment to employee growth.

Qualifications

• Knowledgeable in Microsoft Client/Server OS.
• Practical experience with Microsoft M365 Administration preferred.
• Capable of managing end points effectively.

Responsibilities

• Provide 24x7 Infrastructure Managed Services and IT support.
• Log, update, and manage tickets in the ITSM tool.
• Troubleshoot Infrastructure alerts and manage patches.

Skills

Microsoft Client/Server OS

Microsoft M365 Administration

End Point Device Management

Application delivery technologies (Citrix, RDS, AVD)

Previous experience in a Service Desk/Support role

Attention to detail

Ability to work under pressure

Tools

Ticket Management Software

HyperV

VMWare

Job description

Hours: This is a 3-week rotation of 5 days on and 2 days off including weekends and public holidays. Shift times are: Early 00:00 – 09:00 (SAST), Mid 09:00 – 18:00 (SAST) and Late shifts 18:00 – 03:00 (SAST)

The Ultima Employee Commitment

For over 30 years, Ultima has been at the heart of UK IT industry. Our values of Integrity, Respect, Passion, and Autonomy form the very fabric than runs through every aspect of our business. Our customers look to us for expertise across all aspects of technology, to act as trusted advisers, to demonstrate the highest levels of IT design and care in implementation, and managed services. We can only provide world class services with world class team members who focus – genuinely - on delivering peace of mind to all stakeholders (internally and externally).

World class to us means; those passionate about supporting a continuously changing business and working environment AND who are excited about the opportunity to make a positive and rewarding difference.

We want every work colleague to be the best they can be. So, we provide a culture that values you, your aspirations and believes in your potential as well as offering competitive financial and ever-growing benefits package, so you can enjoy life as much as you enjoy working for Ultima.

KEY ACCOUNTABILITIES / ROLE PURPOSE

The role of the Technical Engineer (24x7) is to provide Infrastructure Managed Services and End-User IT Support to our customers and their IT teams as well as assisting our dedicated end-user support teams with escalations.

MAIN DUTIES AND RESPONSIBILITES

• Prioritise and respond to incoming contacts via ITSM Tool, Chat and telephony platform ensuring ITIL best practice ticket management is adhered to.
• Log, update and manage tickets accurately in the ITSM tool.
• This includes the troubleshooting of Infrastructure alerts, deploying approved changes and remediating patch failures.
• This includes the triage of Workspace tickets and resolving/escalating with the correct level of information to provide value in the incident chain.
• Provide initial diagnosis and resolution for common issues.
• Deliver a professional, friendly and customer focused service.
• Create or improve knowledge within the team via documentation and training
• Providing technical assistance to our range of Customers and their IT teams in line with the agreed SLAs.
• Perform a series of routine proactive checks to ensure the prevention of incidents and service interruption.
• Escalate issues to relevant Partners, Internal Teams and Customer Escalation contacts in line with the P1 Incident Management process.
• Continuously contributing to the Ultima Knowledge base with new/repeatable fixes and suggested edits to existing content.
• Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses
• Contribute to the continuous service improvement plan for the team processes and procedures.

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

To be knowledgeable and have some practical experience working across one or more of the technologies below:

• Microsoft Client/Server OS
• Microsoft M365 Administration
• End Point Device Management
• Application delivery technologies (Citrix, RDS, AVD,) o Virtualisation technologies (HyperV, VMWare)
• Previous experience in a Service Desk/Support role as part of a team.
• Preferred experience using a Ticket Management Software, creating/updating & logging tickets following an ITIL methodology
• Proven ability to build effective relationships with colleagues and customers, and within a team
• Ability to work under pressure and to agreed deadlines, prioritising workload accordingly.
• Must be conscientious with attention to detail.

DESIRED KNOWLEDGE, SKILLS & EXPERIENCE

In addition to the essential skills, it would be beneficial if someone had the ability to demonstrate knowledge in any of the below would add value to your application however it is not critical for the role.

Training and development in these technologies/solutions will be provided.

• ITIL Foundation v3/v4 certification
• Certification in any of the above technologies.
• Patch management experience.
• Security Experience
• Alert Management
• SOC services
• EDR/MDR
• M365 Security
• Microsoft Active Directory, Exchange, DNS, DHCP (on prem and cloud based)
• Experience working with the following Solutions:
• Experience working with the following Automation technologies:
• Powershell
• Logic Apps
• Power Automate
• Experience supporting multiple Customers in a managed service environment.
• Excellent levels of both written and verbal communication skills
• Commercial mindset with ability to work independently.

KEY COMPETENCIES REQUIRED FOR ROLE

The post holder requires the ability to demonstrate, understand and apply Ultima’s values which are embedded in all roles:

• Excellence - Consistently goes the extra mile to deliver what’s best for the business
• Collaboration - Works openly and constructively with others across teams and functions, valuing diverse perspectives to achieve shared goals
• Innovation - Challenge the status quo, and actively seek new ways to improve processes, services, and outcomes.
• Transparency - Communicate openly and honestly
• Empowerment - Take ownership, make informed decisions, and support others to do the same