Advanced Service Desk Technician

Sourcefit; South Africa; On-site; ZAR 300,000 - 520,000; Full time

Job summary

Sourcefit in South Africa is seeking a results-driven Service Desk/Desktop Support professional with 4+ years of experience to be the first point of contact for customers. You will own tickets from submission to resolution, guide users through troubleshooting steps, and provide timely updates in the ticketing system.

You will support Windows 11, Microsoft 365, printers, devices, and basic network access, follow documented procedures, escalate complex issues, and contribute to knowledge base

Qualifications

• At least four years of full-time service desk/desktop support experience.
• Hands-on troubleshooting as frontline technician in a high-volume support environment.
• Experience supporting Windows 11 and Microsoft 365 applications and services.
• Experience administering Microsoft 365 and endpoint management technologies like Entra ID/Azure AD, Intune, Company Portal, SCCM, Citrix or VDI.
• Experience using a service management or ticketing platform to log, prioritize, update, resolve, and document support requests.
• Strong English communication and documentation skills.
• College degree not required; relevant experience prioritized.

Responsibilities

• Serve as first contact for customers via phone or email.
• Own assigned tickets and drive them to resolution within the Service Desk scope.
• Use remote support tools and diagnostic methods to guide customers through resolution.
• Troubleshoot Windows 11, Microsoft 365, printers, peripherals, mobile devices, and network access.
• Follow documented procedures and escalate vendor issues when needed.
• Maintain detailed ticket notes and contribute to knowledge base improvements.
• Prioritize multiple tickets while meeting SLAs and customer expectations.
• Collaborate with Service Desk and specialist teams to maintain continuity.

Skills

Troubleshooting

Customer service

English proficiency

Ticketing

Diagnostics

Communication

Tools

Entra ID/Azure AD

Intune

SCCM

Citrix

VDI

Company Portal

ConnectWise

Job description

• Serve as the first point of contact for customers requesting technical assistance by phone or email.
• Take ownership of assigned tickets and drive them to resolution within the Service Desk scope.
• Use remote support tools, structured diagnostic methods, and targeted questions to identify issues and guide customers through the resolution.
• Troubleshoot Windows 11 desktops and laptops, Microsoft 365 applications and services, approved business applications, printers and print services, peripherals, mobile devices, account access, licensing, and basic network connectivity.
• Troubleshoot supported business applications by following documented procedures and escalating vendor-specific or advanced application issues when appropriate.
• Perform approved administration and troubleshooting in Microsoft 365, Entra ID/Azure AD, Intune, Company Portal, SCCM, Citrix, virtual desktop technologies, and related management portals within the access and procedures provided for the role.
• Perform approved user administration tasks, including password resets, MFA support, account unlocks, and group membership changes.
• Follow documented procedures, knowledge articles, scripts, and approved automation when resolving issues.
• Maintain complete and accurate ticket notes covering the reported symptoms, diagnostic questions, actions taken, customer communication, and final resolution.
• Contribute to knowledge base improvements, process documentation, and ongoing training to support continuous improvement across the Service Desk.
• Prioritize and manage multiple tickets while meeting service levels, documentation standards, and customer service expectations.
• Deliver a positive customer experience by communicating professionally, setting clear expectations, and providing timely updates throughout the support process.
• Keep customers informed, set clear expectations, and handle concerns calmly and professionally.
• Complete the required diagnostics and documentation before handing off issues involving server, network, security, backup, telephony, or complex platform work.
• Collaborate with Service Desk and specialist teams to maintain continuity through escalation and resolution.

What you'll need

• At least four years of full-time experience in a service desk, help desk, desktop support, or technology solutions environment.
• Proven hands-on troubleshooting experience as a frontline technician in a high-volume support environment.
• Experience supporting Windows 11 and Microsoft 365 applications and services.
• Hands-on experience administering Microsoft 365, plus experience with one or more endpoint management or virtual desktop technologies such as Entra ID/Azure AD, Intune, Company Portal, SCCM, Citrix, or VDI.
• Experience using a service management or ticketing platform to log, prioritize, update, resolve, and document support requests.
• Strong spoken and written English, a clear phone presence, and the ability to explain technical steps in language the customer can follow.
• Strong technical writing skills, including concise documentation of diagnostics, actions, resolutions, and next steps.
• Structured problem-solving skills, sound judgment, attention to detail, and the ability to ask effective diagnostic questions.
• Strong customer service and de-escalation skills, with patience, ownership, and professionalism.
• Ability to manage multiple tickets, learn quickly, and remain effective in a fast-paced environment.
• A college degree is not required; relevant experience and demonstrated technical ability will be prioritized.

Preferred experience

• Experience working for a managed service provider or in another multi-customer support environment.
• Experience with ConnectWise or a comparable service management and ticketing platform.
• Broader hands-on experience across Entra ID/Azure AD, Intune, Company Portal, SCCM, Citrix, virtual desktop technologies, and basic PowerShell.
• Relevant technical certifications, such as CompTIA A+ or Network+, Microsoft Windows 11 or Microsoft 365 certifications, Azure Fundamentals, or Azure Administrator Associate.