Desktop Support Engineer

Logicalis GmbH; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

LogicalisSA is seeking an experienced IT Customer Service/Desk Support professional for onsite desktop support in Cape Town. You will take ownership of customer requests, perform diagnostics, and ensure SLAs are met while maintaining high customer-care levels.

The role requires 5 years in customer service with technical exposure, network infra experience, and strong MS Office/365 skills, including VIP desktop support and printer management.

Qualifications

• 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.

Responsibilities

• Take ownership of customers’ requests and be proactive when dealing with customers’ issues.
• Ensure all requests meet or exceed the contractual Service Level Agreements.
• Maintain high customer-care levels at all times.
• Identify opportunities to improve skills and the Customer Services team.
• Perform Incident Management to meet SLAs and restore service.
• Document fixes as knowledge articles and build a knowledge base.
• Create/review knowledge articles for First Contact Resolution (FCR).
• Proactively identify and remediate issues on the client’s desktop estate using the selected tool.
• Deploy/update applications to the desktop/laptop estate.
• Follow escalation matrix for infrastructure-related issues.
• Onsite desktop support at customer locations and diagnostics.
• Travel to customer sites as needed and liaise with internal teams and vendors.
• Provide advanced diagnostics and communicate progress to customers.

Skills

Customer service

Desktop support

Network infrastructure

MS Office 365

Video conferencing

Printer administration

VIP desktop support

Education

A+ / N+ ITIL v3 or V4 Fundamentals

Microsoft 365 Fundamentals

Microsoft 365 Endpoint Administrator

Tools

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Job description

Why choose 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 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:

• Onsite desktop related support at customer locations.
• 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.
• Identify Project Opportunities.
• 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.
• Entrepreneurial Spirit.
• Excellent Customer Solutions.
• Impactful Communication.
• Inclusive Teamwork.
• Positive Resilience.
• Self‑Driven Learning.
• 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.
• Microsoft 365 Certified: Fundamentals.
• Microsoft 365 Certified: Endpoint Administrator Associate.

ADDITIONAL SKILLS/ATTRIBUTES:

• A high command of the English language both written and verbal is essential.
• Self‑motivated with the ability to work unsupervised.
• Attention to detail.
• 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) andAffirmative Action (AA) measures in an endeavour 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 LogicalisSA’s Employment Equity plans.

Logicalis is an international solutions provider of digital services currently accelerating the digital transformation of its 10,000 customers around the world. Through a globally connected network of specialist hubs, sector‑leading experts (in education, financial services, government, healthcare, manufacturing, professional services, retail and telecommunications) and strategic partnerships (including Cisco, Microsoft, HPE, IBM, NetApp, Oracle, ServiceNow, and VMware), Logicalis has more than 6,500 employees focused on understanding customer priorities and enhancing their experience. As Architects of Change™, Logicalis’ focus is to design, support, and execute customers’ digital transformation by bringing together their vision with its technological expertise and industry insights. The company, through its deep knowledge in key IT industry drivers such as Security, Cloud, Data Management and IoT, can address customer priorities such as revenue and business growth, operational efficiency, innovation, risk and compliance, data governance and sustainability. Logicalis Group, with annual revenues of $1.5billion annually, maintains operations in Europe, North America, Latin America, AsiaPacific and Africa and is part of Datatec Group, which is listed on the Johannesburg Stock Exchange (JSE:DTC), with revenues of more than $4.1Billion.