Customer Dedicated – Operations Support Engineer - Compute (Welkom)

Logicalis SA; Welkom; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Logicalis SA is seeking an experienced Desktop Support Engineer to manage and troubleshoot a customer workstation environment and related incidents. You will handle Windows 10/11, Office applications, antivirus, and hardware issues, providing timely updates to customers and maintaining clear documentation.

The role involves on-site and remote support, 24x7 on-call coverage, and collaboration across departments.

Qualifications

• Experience in configuring, troubleshooting, and administering Microsoft Windows workstation and Office applications.
• Experience in basic networking and Wi‑Fi networking.
• Experience in troubleshooting and administering Antivirus solutions.
• Experience in desktop hardware administration and troubleshooting (Dell/IBM/HP).
• 2+ years of desktop support experience.

Responsibilities

• Day-to-day support of our customer’s workstation environments.
• Perform project related duties regarding new deployments or development requirements.
• Troubleshooting technical faults and providing satisfactory fixes to the customer.
• Regularly updating customers on progress of faults by telephone and email.
• Regularly updating Logicalis ticketing system with quality notes detailing progress and actions completed on open incidents, problems and change requests.
• Providing day to day administration for managed service customers.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Maintaining and updating customer technical documentation.
• Constant knowledge capture and sharing.
• Development of peer relationships with key suppliers.
• Work with the other departments to understand and share technical strategy.
• Work as part of the on-call rota and ensure resources are always available 24X7 and respond within SLA time frames.
• Attend customer sites for onsite project and support related activities.
• Help identify gaps in existing technical documentation, knowledge, and skills.
• Creating and maintaining of technical customer documentation.
• Ensuring customer transition pre-requisites are delivered.
• Undertake technical audits for key customers where issues have been identified and as part of the Service Improvement Process.
• Providing input to customer facing Technical Incident Reports.
• Supporting clients on site and remotely with all workstation and application related problems.

Skills

Desktop support

Windows troubleshooting

Microsoft Office

Networking basics

Hardware troubleshooting

Remote support

Troubleshooting remotely

Tools

Antivirus software

Dell/IBM/HP hardware

Job description

ROLE PURPOSE

The role is responsible for the smooth running of our customer's workstation environment and troubleshooting customer incidents. The engineer will support environments where infrastructure includes, but is not limited to, local wired equipment, application support, hardware recommendations and operating systems.

The roles support the customer through the resolution of incidents relating to infrastructure as reported by the customer, as well as through performing general maintenance at the customer based on best practice methods raised through schedule tasks or through our monitoring platforms.

ROLE RESPONSIBILITIES:

• Day-to-day support of our customer's workstation environments.
• Perform project related duties regarding new deployments or development requirements.
• Troubleshooting technical faults and providing satisfactory fixes to the customer.
• Regularly updating customers on progress of faults by telephone and email.
• Regularly updating Logicalis ticketing system with quality notes detailing progress and actions completed on open incidents, problems and change requests.
• Providing day to day administration for managed service customers.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Maintaining and updating customer technical documentation.
• Constant knowledge capture and sharing.
• Development of peer relationships with key suppliers.
• Work with the other departments to understand and share technical strategy.

DELIVERY RESPONSIBILITIES:

• Work as part of the on-call rota and ensure resources are always available 24X7 and respond within SLA time frames.
• Attend customer sites for onsite project and support related activities.
• Help identify gaps in existing technical documentation, knowledge, and skills.
• Creating and maintaining of technical customer documentation.
• Ensuring customer transition pre-requisites are delivered.
• Undertake technical audits for key customers where issues have been identified and as part of the Service Improvement Process.
• Providing input to customer facing Technical Incident Reports.
• Supporting clients on site and remotely with all workstation and application related problems.

KEY PERFORMANCE INDICATORS:

KPI's

• Change Implementation Quality.
• Complete Partnership and Technical Skill Certifications Requirements.
• Customer and End User Satisfaction and Relationships.
• Customer Service Improvements.
• Identify Project Opportunities.
• ISO 270001 and 20000 Compliance.
• Project Execution and Service Transition Quality.
• Ticket Management Disciplines and SLA's.
• Timesheet Completion Quality.
• Any added goals.

Skills and Competencies

• Accountable Execution.
• Agile Transformation.
• Cross-Business Engagement.
• Entrepreneurial Spirit.
• Excellent Customer Solutions.
• Impactful Communication.
• Inclusive Teamwork.
• Positive Resilience.
• Self-Driven Learning.
• Smart Decision Making.

EXPERIENCE: 2+ Years

• Experience in configuring, troubleshooting, and administering Microsoft Windows workstation.
• Experience in configuring, troubleshooting Microsoft Office applications.
• Experience of configuring, troubleshooting, and administering Antivirus solutions.
• Administration & troubleshooting of Computer Hardware. (Dell, IBM, HP)

QUALIFICATIONS:

• Experience in desktop support.
• Experience in Microsoft Office.
• Experience in Microsoft Windows 10 and 11. Updating, configuring troubleshooting and loading.
• Experience in Basic networking and basic Wi-Fi networking.
• Experience in basic storeroom Management.
• Very good troubleshooting skills
• Basic printing troubleshooting
• Good IT Hardware and software troubleshooting skills

ADDITIONAL SKILLS/ATTRIBUTES:

• Recognized as a professional in field.
• Strong ability to solve and troubleshoot problems remotely.
• Ability to work in a very busy and highly pressurized environment.
• A detailed and accurate approach to undertaking all duties.
• The ability to communicate both verbally and electronically in a clear, professional manner.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
• The ability to work with minimum supervision and to maintain a high level of motivation and productivity.
• Ability to deal with high impact, high profile, incidents and remain calm under pressure.
• Client focused and with customer care / services mind-set.
• Numerate and literate with an eye for detail.
• Professional & diligent.
• Excellent communicator at all levels (verbal/written).
• A team player but able to work independently and be self-motivated.
• Professional telephone manners.
• Experience dealing with Enterprise customers.
• Enthusiastic, energetic, and confident.
• Good PC skills, MS Office packages.
• Full, clean, driving license.
• Own Transport.
• Ability to obtain SC security clearance.