Senior Service Desk Engineer

OryxAlign Limited; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

OryxAlign Limited is looking for a Senior Service Desk Engineer in Cape Town to deliver high-quality technical support to clients. This role involves managing escalated tickets, guiding junior engineers, and ensuring service goals are met while fostering customer satisfaction. The ideal candidate will have strong IT skills and a proactive approach to problem-solving.

Benefits

Leave entitlement of 15 days plus one volunteer day

Medical aid allowance

Retirement annuity allowance with -4% employer contribution

Social events throughout the year

Technology Loans

Long service leave

Reward and recognition awards

Lunches on All-In Office Days

Qualifications

• Good standard of education with relevant IT qualifications or certifications.
• IT Service Desk experience or similar.
• Experience within an MSP environment.

Responsibilities

• Provide day-to-day technical support as part of the Service Desk.
• Manage escalated tickets and ensure regular client communication.
• Assist and guide 1st Line Service Desk Engineers.

Skills

Problem-solving

Troubleshooting

Customer satisfaction

Interpersonal skills

Education

Relevant IT qualifications or certifications

Tools

Microsoft Exchange

Networking (routers, switches, firewalls)

Network Administration

Data Backup Technologies

Job description

Managed Services Provider with a well-established and growing brand and client base. The company has invested significantly in its people and business infrastructure over this period and continues to do so; we now employ more than one hundred staff in our UK, Cape Town, and Manila offices.

OryxAlign's business model is based on three core elements : delivering an excellent service; client intimacy to develop trusted partnerships with a broad client base; and high levels of operational efficiency. In order to maintain

relevance as a Managed Services Provider in an evolving market, we continue to make significant strides in all three areas.To support the company in its journey, we require the right talent, which we will reciprocally invest in.

Overall purpose

The Senior Service Desk Engineer plays a critical role in delivering high-quality 2nd line technical support to a diverse client base, ensuring swift and effective resolution of IT issues across a broad range of technologies. Operating from the Cape Town office, this role is central to maintaining service excellence by handling escalated support tickets, providing expert guidance to 1st line engineers, and collaborating closely with escalation and project teams. With a strong focus on customer satisfaction, the Senior Engineer ensures timely communication, adherence to service level agreements, and continuous improvement of support processes and documentation.

Key Responsibilities

a) Provide day to day technical support in an effective and timely manner as part of the OryxAlign Service Desk

b) Management of escalated tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets.

c) Assisting and guiding 1st Line Service Desk Engineers

d) Work closely with escalation teams to ensure client tickets are escalated in a timely manner in accordance with client SLAs.

e) Ensuring client knowledge base documents remain up to date and are reviewed regularly including adding additional KB documents when required.

f) Provide support and assistance to OryxAlign Project Engineers and Onsite Engineers

g) Participate in an on-call rota covering non-UK Service Desk hours.

h) Vendor manage tickets as required, ensuring regular updates provided to client

i) Prioritisation and management of workload to meet contractual SLAs.

What we need from our Senior Service Desk Engineer :

As a Senior Service Desk Engineer you will be passionate about providing the highest level of quality service to our clients and end users, having strong interpersonal skills and ability build trusted relationships with others.You should have a proactive and mature approach to learning and development to support both your own personal growth and the company's long-term objectives.Service Desk engineers have strong problem-solving skills, including the ability to troubleshoot, identify root causes and recommend solutions

Experience and expertise

• Good standard of education with relevant IT qualifications or certifications for the role
• IT Service Desk experience or similar.
• Microsoft Exchange
• Networking experience (routers switches and firewalls)
• Network Administration & Data Backup Technologies
• Troubleshooting and problem solving skills
• Experience within an MSP environment

What you will get from OryxAlign

Along with competitive salary and training and development you will receive leave entitlement of 15 days plus one volunteer day, medical aid allowance, retirement annuity allowance with -4% employer contribution.

Other benefits include :

• Social events throughout the year
• Technology Loans
• Long service leave
• Reward and recognition awards
• Lunches on All-In Office Days

Equal opportunities

OryxAlign is an equal opportunity employer who are committed to creating an inclusive environment for all employees. In accordance with the Employment Equity Act of South Africa, we actively promote diversity and the fair treatment of all individuals, regardless of race, gender, disability, age, religion, sexual orientation, or any other characteristic protected by law. We encourage applications from candidates who will contribute to the diversity of our team, especially those from historically disadvantaged groups.

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