It Desktop Support Engineer

Cnx; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global technology and services leader in Cape Town is seeking an IT Desktop Support Engineer. The role requires 4.5+ years of experience in desktop and laptop support, strong skills in problem management, incident management, and familiarity with Windows environments. The ideal candidate will have certifications including A+ and N+, and be able to troubleshoot both hardware and software issues effectively. This full-time position involves rotational shifts in a dynamic, 24/7 environment.

Qualifications

• 4.5+ years' experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment.
• Hands on experience with Desktops & Laptops, Citrix client, both Windows software and hardware.
• Demonstrable experience in ticket resolution using ITIL-based framework.

Responsibilities

• Support and troubleshoot local servers and network devices.
• Manage BCP testing and failover.
• Maintain compliance and security for the site.
• Hands on handling of IT Ticket resolutions.
• Achieve and maintain high IT VOC scores.

Skills

Problem Management

Incident Management

RCA

Ticket Analysis

Desktop Support

Laptop Support

Windows Troubleshooting

Network Troubleshooting

Team Management

Education

Bachelor's degree / diploma in Computer Science

A+ certification

N+ certification

MCSE or similar certification

Tools

Remedy

Job description

Job Title

IT Desktop Support Engineer

Job Description

We're Concentrix.

The intelligent transformation partner.

Solution-focused.

Tech-powered.

Intelligence-fueled.

The global technology and services leader that powers the world's best brands, today and into the future.

We're solution-focused, tech-powered, intelligence-fueled.

With unique data and insights, deep industry expertise, and advanced technology solutions, we're the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with.

We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients.

You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today's hyperconnected world.

You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional.

And we're proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn.

Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures.

Job Responsibilities

• Excellent proven skills on service management fundamentals with hands on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment.
• To support/troubleshoot local servers and network devices with help of Network and Servers teams remotely.
• Intermediate knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills.
• Adept at Ping & Tracert Analysis, voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS resolution errors, use of net commands, IP config etc.
• Maintaining Hub room & Data Center Structured Cabling.
• Hands on experience on End user computing like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
• Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Avaya hard phone config.
• Video Conferencing equipment etc.
• Software – OS level troubleshooting in Win 10, MS Office & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing.
• Firmware updates for deskside equipment like Cisco & Avaya phones.
• Evaluate scenarios to effectively capture & recommend inputs to help make decision on process exceptions.
• Troubleshoot & coordinate for high impact/severity 1/2 issues & communicate real time updates to the BRC team.
• Hands on experience on IT Support / IT Operations & End-to-end IT Service Delivery, Shift Management.
• Supporting onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
• Manage BCP testing & failover by completing / coordinating checkouts on the floor.
• Ensuring compliance and security for the site.
• Maintaining systems compliance and audits as per COPC, ISO, etc. standards & ensuring % contract compliance.
• Hands on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance.
• Raise change requests with supporting artifacts as per the process.
• Bit locker Desktop validation, OU Users Policy validation & Computer OU Policy validation.
• Installation of Encryption software on all the desktop/laptops to ensure compliance.
• Achieving and maintaining high IT VOC scores from operation teams.
• Rotational shifts, willing to work predominantly in night shifts, 24/7 environment.

Required Skills / Qualifications

• 4.5+ years' experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent.
• Bachelor's degree / diploma in Computer Science required.
• A+ and N+ certifications a must.
• MCSE or similar certifications preferred.
• Hands on experience on Desktops & Laptops, Citrix client, both windows software and hardware.
• Troubleshooting MS Office package and above.
• Proven problem management, incident management, customer/client management, change management, RCA, and ticket analysis experience.
• Excellent team management, team motivation & development skills.
• Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices.
• Demonstrable experience in ticket resolution using Remedy and ITIL-based framework, maintaining systems compliance and audits as per COPC, ISO, etc. standards is required.
• Flexibility to work overtime as needed.

Location

ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town

Language Requirements

Time Type: Full time

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