Cloud Support Engineer – Incident & Service Desk Lead

INOVO; Cape Town; On-site; ZAR 320,000 - 460,000; Full time

Job summary

iNOVO, Africa's leading cloud CX and contact centre provider, seeks a Support Engineer to join our Cape Town team. You will own the support queue, resolve incidents at first line where possible, and collaborate across ITIL-aligned processes to maintain system health.

You will work with applications, operating systems, databases, networks, and telephony platforms, providing guidance to peers and contributing to continuous improvement and knowledge sharing.

Qualifications

• Bachelor's degree or equivalent in IT/Engineering or related field.
• Cisco CCNA/CCNP certifications are desirable.
• Experience in technical support with ITIL-driven processes.

Responsibilities

• Own and manage the support queue, ensuring timely first response and assignment within SLA.
• Triage incoming tickets, determine severity, impact and categorisation.
• Provide 1st line resolution wherever possible; escalate when necessary.
• Manage incidents through the full lifecycle per ITIL practice.
• Perform scheduled system health checks and document outcomes.
• Guide less experienced team members and contribute to knowledge sharing.
• Participate in project planning and progress reporting.
• Communicate effectively with team members and stakeholders.

Skills

Technical support

ITIL

Networking basics

Troubleshooting

Customer service

Education

Bachelor's degree or equivalent in IT/Engineering

Cisco CCNA/CCNP certifications

Tools

VoIP systems

Telephony platforms

Job description

iNOVO, Africa's leading cloud CX and contact centre provider, seeks a Support Engineer to join our Cape Town team. You will own the support queue, resolve incidents at first line where possible, and collaborate across ITIL-aligned processes to maintain system health.

You will work with applications, operating systems, databases, networks, and telephony platforms, providing guidance to peers and contributing to continuous improvement and knowledge sharing.