Proactive Service Desk Engineer – IT Support & Monitoring

iOCO Limited; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

iOCO Limited is seeking a motivated Service Desk Engineer in Cape Town to support customers, log and manage incidents, monitor systems and resolve technical issues in a fast-paced environment.

The role requires strong communication, problem-solving and multitasking abilities, with knowledge of ITIL, Linux/Unix, SQL and Remedy/HP Service Desk advantageous. Permanent position with an emphasis on service levels and client satisfaction.

Qualifications

• Must have National Senior Certificate/Grade 12.
• A+ and N+ certifications are required.
• English communication via email with stakeholders is essential.
• ITIL v3 certification and Linux/Unix/SQL familiarity are advantageous.

Responsibilities

• Engage with customers to log, update and resolve incidents.
• Coordinate with resolver groups and service providers for timely resolution.
• Perform daily availability checks and event monitoring tasks.
• Ensure adherence to SLAs and proper ticket routing within target times.
• Communicate clearly with clients about incident status and resolutions.

Skills

Customer interaction

Multitasking

English communication

Education

Senior Certificate/Grade 12

A+ and N+

ITIL v3 certification

Linux/Unix experience

SQL experience

Tools

Remedy/HP Service Desk

HP BSM dashboard

NOC/NMC event monitoring

Job description

iOCO Limited is seeking a motivated Service Desk Engineer in Cape Town to support customers, log and manage incidents, monitor systems and resolve technical issues in a fast-paced environment.

The role requires strong communication, problem-solving and multitasking abilities, with knowledge of ITIL, Linux/Unix, SQL and Remedy/HP Service Desk advantageous. Permanent position with an emphasis on service levels and client satisfaction.