Desktop & Vlm Engineer – Customer Services

All Jobs; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading IT services provider is seeking a Technical Support professional to manage customer requests and ensure high service levels. Responsibilities include proactive incident management, onsite troubleshooting, and delivering advanced diagnostics at customer locations. Strong communication skills and IT experience are essential for success in this role.

Qualifications

• Proven experience in customer support roles in IT.
• Strong understanding of ITIL processes.
• Experience with vulnerability management tools.
• Excellent communication skills.

Responsibilities

• Ownership of customers' requests and proactive issue resolution.
• Perform incident management to ensure service restoration.
• Deliver onsite desktop support as needed.
• Implement routine change requests and manage customer communications.

Skills

Customer care

Incident management

Troubleshooting

Security incident response

Vulnerability management

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 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.

Role 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.
• 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.
• Document fixes as knowledge articles.
• Create review knowledge articles to ensure First Call Resolution (FCR) can be achieved.
• Proactively identify, plan and remediate any vulnerabilities on the client's desktop estate using the chosen VLM tool.
• Perform application deployments/updates to the desktop/laptop estate.
• Follow the escalation matrix if any devices or vulnerabilities are outside of Desktop Support scope (servers and network equipment and GPOs).

Delivery Responsibilities

• Onsite desktop related support at customer locations.
• Carry out onsite/remote diagnostic tests and troubleshooting when incidents are logged by customers.
• Work and travel onsite to the customer locations.
• Escalate calls to senior engineers or management as appropriate, using the required escalation matrix.
• Liaison with internal departments, vendors and suppliers where required.
• Ensure all requests/incidents meet or exceed the contractual Service Level Agreements.
• Provide advanced diagnostics.
• Implement routine change requests.
• 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 tasks.
• Perform ad‑hoc duties as required.
• Adhere to delivery of standard reporting packs.
• Oversee the coordination of security incident response.
• Perform recurring and on‑demand scanning of organization systems and cloud environments.
• Resolve information security incidents.
• Maintain documentation regarding threat management, including policies and procedures.
• Assist technology teams to develop, implement, and automate security solutions.
• Improve and automate existing vulnerability management systems.
• Research and assess emerging security threats and vulnerabilities.
• Provide technical support for vulnerability management projects.
• Communicate the risks of identified vulnerabilities and recommend security controls to mitigate them.

Career: Technical Support

Career Type: Technical

Job Type: Tech

Level: T07