Desktop Support Engineer

Logicalis Group (DE); Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A global IT solutions provider is seeking a Desktop Support Engineer in Cape Town. The role involves managing customer service requests, ensuring high levels of system availability, and performing on-site troubleshooting. Candidates should have substantial experience in customer service, advanced knowledge of desktop support tools, and a focus on customer satisfaction. A competitive package and opportunities for growth are offered.

Benefits

Opportunities for personal development

Inclusive work environment

Competitive compensation

Qualifications

• 5 years in the Customer Service industry performing desktop support.
• 1 year experience in supporting network infrastructure.
• Advanced knowledge of MS Office & Windows 10/11.

Responsibilities

• Manage customer requests and ensure high service quality.
• Perform incident management and document fixes.
• Troubleshoot and resolve customer issues on-site.

Skills

Customer Service

Desktop Support

Troubleshooting

Excellent Communication

Analytical Skills

Education

A+ / N+

ITIL v3 or V4 Fundamentals

Tools

MS Office

Windows 10/11

Office 365

Job description

Desktop Support Engineer in Cape Town at Logicalis

It’s not just IT solutions, It’s IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic!

ROLE PURPOSE

It is a technical engineering position, with responsibilities focused around the smooth running of our customers environment, ensuring that system availability is maintained at the highest level and any issues that arise are dealt with within SLA.

ROLE RESPONSIBILITIES:

• Take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• To ensure all requests meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Actively seek to improve and grow own skills and that of the Customer Services team
• Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer. Fixes to be documented as knowledge articles.
• Create/review knowledge articles to ensure FCR can be done
• Proactively identify, plan and remediate any issues on the client’s desktop estate using the chosen tool.
• Application Deployments/updates to be performed to the desktop/laptop estate
• Follow the escalation matrix if any issues relate to Infrastructure issues

DELIVERY RESPONSIBILITIES:

• Carry out onsite/diagnostic tests, troubleshooting when incidents are logged by customers.
• Work and travel onsite to the customer locations.
• Escalating calls to senior engineers or management as appropriate, using the required escalation matrix
• Liaison with internal departments, vendors and suppliers where required.
• To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• Ensure all requests/incidents meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Provide advanced diagnostics.
• Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
• Assist with the implementation of Customer projects, internal support projects or support administration tasks.
• Ad-hoc duties as required.
• Adhere to delivery of standard reporting packs.
• Assist in the coordination of security incident response
• Resolve information security incidents
• Assist technology teams to develop, implement, and automate security solutions
• Communicate the risks and potential Customer impact of identified issues and recommend controls to mitigate them

KEY PERFORMANCE INDICATORS:

KPI’s

• Complete Partnership and Technical Skill Certifications Requirements.
• Customer and End User Satisfaction and Relationships.
• Customer Service Improvements.
• ISO 270001 and 20000 Compliance.
• Project Execution and Service Transition Quality.
• Ticket Management Disciplines and SLA’s.
• Timesheet Completion Quality.

Skills and Competencies

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

PERSON REQUIREMENTS:

EXPERIENCE:

• 5 years in the Customer Service industry with direct input into a technical environment performing desktop support.
• 1 year experience in supporting network infrastructure (Routers, switches, firewalls etc)
• Advance working knowledge of MS Office & Windows 10/11 and Office 365 products
• Experience in troubleshooting and administering Video conferencing equipment.
• Experience of configuring, troubleshooting and administering office printers.
• Good understanding of General IT equipment e.g., Desktops, Applications, Servers, Switch, routers etc.
• 2 Years Experience in providing VIP Desktop support.
• Valid Drivers License

QUALIFICATIONS:

• Graduate or qualified by experience.
• A+ / N+
• ITIL v3 or V4 Fundamentals

ADDITIONAL SKILLS/ATTRIBUTES:

• A high command of the English language both written and verbal is essential.
• Self-motivated with the ability to work unsupervised.
• Punctuality.
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease.
• Possess proficient analytical and decision-making skills.
• Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns.
• Proficient relationship building skills – predict customer behaviour and respond accordingly.
• A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
• Good communicator with the user environment.
• Dynamic but aware of the views and feelings of others.
• Able to operate as a good team player.
• Drive and Energy.
• Demonstrate clear purpose, enthusiasm, and commitment.
• Full, valid, drivers licence.

Disclaimer: Strictly fair and non-discriminatory selection procedures will be followed. We use Employment Equity (EE) and Affirmative Action (AA) measures in an endeavor to redress the disadvantages in employment experienced by designated groups. Where possible, preference will be given to candidates from the designated groups as defined in the Employment Equity Act and in line with Logicalis SA’s Employment Equity plans

If you’re interested in career opportunities, but not ready to apply, join our Talent Network to stay connected to us and receive updates on the latest job opportunities and company news.

Note: This description has been refined to remove unrelated privacy policy blocks to focus on the role responsibilities, qualifications, and duties.