Desktop Engineer

Logicalis; Johannesburg; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading IT solutions provider seeks an IT Support Engineer to ensure the smooth operation of customer workstation environments. You will handle incident troubleshooting, support server environments, and maintain technical documentation. Ideal candidates have 2+ years of experience with Microsoft products and strong communication skills.

Qualifications

• Minimum 2+ years in configuring, troubleshooting, and administering Microsoft Windows workstations.
• Strong troubleshooting skills, including printing and hardware/software issues.
• Customer-focused mindset with good PC skills.

Responsibilities

• Support customer server environments daily.
• Troubleshoot technical faults and provide fixes.
• Maintain accurate notes in the ticketing system.

Skills

Effective communication

Customer solutions expertise

Teamwork and inclusivity

Resilience

Agile transformation

Education

Experience with Microsoft Office and Windows 7, 10, 11

Basic networking and Wi-Fi knowledge

Tools

Microsoft Azure

Antivirus solutions

Dell, IBM, HP hardware

Job description

Why choose Logicalis? It’s not just IT solutions, it’s global know-how! Logicalis is an international solution provider offering digital enablement services to help customers harness technology for powerful business outcomes. Our customers span various industries and regions, and we focus on modernising digital pillars such as data centre and cloud services, security, network infrastructure, workspace communications, data strategies, and IT operation modernisation. We partner with leading technology companies including Cisco, HPE, IBM, Microsoft, Oracle, VMware, and ServiceNow.

Our employees are innovative, smart, entrepreneurial, and customer-centric, sharing the ambition to make Logicalis a leading IT solutions provider. We offer quick decision-making, personal development opportunities, and a supportive, inclusive environment that values diversity. Join us and be part of something epic!

Role Purpose

This role ensures the smooth operation of our customer’s workstation environment and handles incident troubleshooting. The engineer supports environments with infrastructure including wired equipment, application support, hardware recommendations, and operating systems.

Role Responsibilities

1. Support of customer server environments daily.
2. Perform project duties related to deployments or development.
3. Troubleshoot technical faults and provide fixes.
4. Update customers regularly via phone and email.
5. Maintain accurate notes in the ticketing system.
6. Complete change requests, including impact and risk analysis, sometimes out of hours.
7. Administer managed service customer environments daily.
8. Contribute to technical incident reports.
9. Identify repeat faults and conduct root cause analysis.
10. Proactively identify fault trends.
11. Maintain and update technical documentation.
12. Share knowledge and develop peer relationships with suppliers.
13. Collaborate with other departments on technical strategy.

Delivery Responsibilities

1. Attend Change Advisory Board meetings for customer requests.
2. Participate in customer meetings for technical consultancy, onsite and remote.
3. Support onsite project and support activities.
4. Identify gaps in technical documentation and skills.
5. Create and maintain technical documentation.
6. Ensure customer pre-requisites are met during transitions.
7. Conduct technical audits for key customers and contribute to service improvements.
8. Work with solutions teams on new services and proposals.

Key Performance Indicators

• Complete certification requirements.
• Customer satisfaction and relationship quality.
• Service and process improvements.
• Compliance with standards.
• Quality of project execution and service transition.
• Adherence to ticket management and SLAs.
• Accurate timesheet completion.
• Achievement of additional goals.

Skills and Competencies

• Accountable execution.
• Agile transformation.
• Cross-business engagement.
• Customer solutions expertise.
• Effective communication.
• Teamwork and inclusivity.
• Resilience and decision-making.

Experience

Minimum 2+ years in configuring, troubleshooting, and administering Microsoft Windows workstations, Microsoft Azure, Office, antivirus solutions, and hardware (Dell, IBM, HP).

Qualifications

• Experience with Microsoft Office and Windows 7, 10, 11.
• Basic networking and Wi-Fi knowledge.
• Storeroom management skills.
• Strong troubleshooting skills, including printing and hardware/software issues.

Additional Skills/Attributes

• Professional recognition and problem-solving skills remotely.
• Ability to work under pressure in busy environments.
• Clear communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Customer-focused mindset with good PC skills and a full driving license.
• Eligibility for SC security clearance and own transport.