Service Desk Engineer

Collage Recruitment; Johannesburg; Remote; USD 30 000 - 50 000; Full time

Job summary

A leading company in the UK seeks a Service Desk Engineer (L2 Support) to provide second line customer support remotely from Johannesburg. The role involves resolving user tickets, maintaining accurate records, and ensuring timely communication with users. Candidates should demonstrate professionalism, efficiency, and familiarity with Windows and various IT tools.

Qualifications

• Experience in providing second line support.
• Ability to communicate clearly and professionally.
• Familiarity with supported technical stack.

Responsibilities

• Provide resolution to user tickets as Level 2 support.
• Ensure tickets are updated and accurate.
• Keep users informed about the progress of their tickets.

Skills

Communication

Approachability

Professionalism

Efficiency

Tools

Windows 10 & 11 O/S

Kaseya

Microsoft 365

VPN

Job description

Our client in the UK is looking for a Service Desk Engineer (L2 Support) to join their team remotely from Johannesburg, South Africa.

The Service Desk Engineer is primarily responsible for second line customer support as part of the Service Desk Operation, involving incident and service requests support.

The normal operating hours are 09:00 to 18:00 (UTC+1), including 1 hour for lunch. Monday to Friday.

Reporting to: Service Director

Location: Remote in Johannesburg

Salary: TBC

Responsibilities:

The Service Desk Engineer responsibilities include, but are not limited to:

1. Level 2 support – Provide resolution to user Tickets.
2. Ensuring:

• a) Tickets are kept up-to-date and accurate, recording the actual time spent on the resolution.
• b) If required, Tickets are escalated to the relevant party (3rd Line / Problem Management) within any SLA’s and in a timely and informative manner.
• c) The user is kept informed in a timely manner of the progress of their Ticket.

Supported Technical Stack (includes, but is not limited to):

• Windows 10 & 11 O/S
• Kaseya / Autotask / IT Glue / Datto AV / Datto RMM
• Microsoft 365
• VPN

Requirements:

• Communication; clear, polite and in a timely manner.
• Approachable; friendly, accessible, easy to meet and deal with.
• Professional; conform to the Fluidity standards and company ethics.
• Efficient; achieving maximum productivity with minimum wasted effort or expense.