Senior Onsite Desktop Support Engineer

Logicalis GmbH; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

LogicalisSA is seeking an experienced IT Customer Service/Desk Support professional for onsite desktop support in Cape Town. You will take ownership of customer requests, perform diagnostics, and ensure SLAs are met while maintaining high customer-care levels.

The role requires 5 years in customer service with technical exposure, network infra experience, and strong MS Office/365 skills, including VIP desktop support and printer management.

Qualifications

• 5 years in the Customer Service industry with direct input into a technical environment performing desktop support.
• 1 year experience in supporting network infrastructure (Routers, switches, firewalls etc)
• Advance working knowledge of MS Office & Windows 10/11 and Office 365 products.
• Experience in troubleshooting and administering Video conferencing equipment.
• Experience of configuring, troubleshooting and administering office printers.
• Good understanding of General IT equipment e.g., Desktops, Applications, Servers, Switch, routers etc.
• 2 Years Experience in providing VIP Desktop support.

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.
• Maintain high customer-care levels at all times.
• Identify opportunities to improve skills and the Customer Services team.
• Perform Incident Management to meet SLAs and restore service.
• Document fixes as knowledge articles and build a knowledge base.
• Create/review knowledge articles for First Contact Resolution (FCR).
• Proactively identify and remediate issues on the client’s desktop estate using the selected tool.
• Deploy/update applications to the desktop/laptop estate.
• Follow escalation matrix for infrastructure-related issues.
• Onsite desktop support at customer locations and diagnostics.
• Travel to customer sites as needed and liaise with internal teams and vendors.
• Provide advanced diagnostics and communicate progress to customers.

Skills

Customer service

Desktop support

Network infrastructure

MS Office 365

Video conferencing

Printer administration

VIP desktop support

Education

A+ / N+ ITIL v3 or V4 Fundamentals

Microsoft 365 Fundamentals

Microsoft 365 Endpoint Administrator

Tools

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Job description

LogicalisSA is seeking an experienced IT Customer Service/Desk Support professional for onsite desktop support in Cape Town. You will take ownership of customer requests, perform diagnostics, and ensure SLAs are met while maintaining high customer-care levels.

The role requires 5 years in customer service with technical exposure, network infra experience, and strong MS Office/365 skills, including VIP desktop support and printer management.