It Desktop Support Engineer

Concentrix; Cape Town; On-site; ZAR 30 000 - 40 000; Full time

Job summary

A global technology partner is seeking an IT Desktop Support Engineer for their Cape Town office. The role involves providing expert service management for desktop equipment, troubleshooting local servers, and supporting end-user computing across various devices. Candidates must have 4.5+ years of experience in a Windows environment, along with relevant certifications. This position requires adaptability for rotational night shifts and problem-solving skills in a dynamic environment.

Qualifications

• 4.5+ years’ experience in a Windows‑based PC/LAN environment.
• A+ and N+ certifications required.
• MCSE or similar certifications preferred.

Responsibilities

• Provide service management expertise for desk-side equipment.
• Troubleshoot local servers and network devices.
• Support end-user computing across hardware and software.

Skills

Supporting desktop/laptop hardware and software

Troubleshooting Microsoft Office

Service management expertise

Team management skills

Education

Bachelor’s degree or diploma in Computer Science

Tools

Remedy ticketing

ITIL framework

Job description

Job title: IT Desktop Support Engineer

Location: Western Cape, Cape Town | Deadline: December 31

We are Concentrix, an intelligent transformation partner that powers the world's best brands. Our Information Technology and Global Security team delivers cutting‑edge technology infrastructure, software solutions, and security for our staff and clients. This role supports the core IT operations that enable our global services.

Job Responsibilities

• Provide service management expertise using Problem Management, Incident Management, RCA, and ticket analysis for desk‑side equipment.
• Troubleshoot local servers and network devices, coordinating with the Network and Servers team.
• Apply intermediate knowledge of network, server, and voice infrastructure for effective problem resolution.
• Perform ping, tracert analysis, voice infrastructure checks, Active Directory GP tests, DNS troubleshooting, net commands, IP configuration, and more.
• Maintain hub room and data center structured cabling.
• Support end‑user computing—desktops, laptops, hard phones, Wi‑Fi devices—across hardware and software.
• Repair hardware (motherboard, SMPS, RAM, LCD screen, keyboard) and configure Avaya hard phones.
• Setup and troubleshoot video‑conferencing equipment.
• Resolve OS‑level issues on Windows 10, Microsoft Office, Outlook, Skype for Business, OneDrive, softphone, antivirus, HDD imaging, printers, scanners, biometrics, encryption, VPN, Wi‑Fi, and video conferencing.
• Apply firmware updates to desk‑side equipment such as Cisco and Avaya phones.
• Evaluate scenarios and recommend process exceptions.
• Coordinate high‑impact Severity 1/2 incidents and communicate real‑time updates to the BRC team.
• Manage shift operations, onboarding of new accounts, ramp‑ups/ramp‑downs, and account movements.
• Conduct BCP testing and fail‑over by coordinating floor checkouts.
• Ensure site compliance and security per COPC, ISO, and contract requirements.
• Maintain ITIL‑based ticket resolution, audit processes, and change request procedures.
• Validate BitLocker, OU user and computer policies, and install encryption software on all desktops/laptops.
• Achieve and maintain high IT VOC scores.
• Work rotational shifts, predominantly in nights; 24/7 environment.

Required Skills

• 4.5+ years’ experience supporting desktop/laptop hardware and software in a Windows‑based PC/LAN environment.
• Bachelor’s degree or diploma in Computer Science.
• A+ and N+ certifications required.
• MCSE or similar certifications preferred.
• Hands‑on experience with Desktops & Laptops, Citrix client, both Windows software and hardware.
• Proficiency in troubleshooting MS Office and other Microsoft applications.
• Strong Problem, Incident, Customer, Client, and Change Management experience; RCA and ticket analysis.
• Excellent team management, motivation, and development skills.
• Experience supporting desktops, laptops, applications, hard phones, and Wi‑Fi devices.
• Demonstrated experience with Remedy ticketing, ITIL framework, and compliance/audit maintenance (COPC, ISO).
• Willingness to work overtime and rotational nights.