Senior Service Desk Engineer

OryxAlign Limited; Cape Town; On-site; ZAR 420,000 - 540,000; Full time

Job summary

OryxAlign Limited in Bellville, Cape Town, South Africa, is seeking a Senior Service Desk Engineer to deliver high-quality second-line technical support across diverse client environments.

You will own escalated tickets, guide first-line engineers, and collaborate with escalation, project and onsite teams to meet SLA targets and deliver excellent customer service.

Qualifications

• ITIL 4 Foundation Certification (or working towards).

Responsibilities

• Deliver timely, effective second-line technical support as part of the Service Desk, diagnosing and resolving complex incidents and service requests.
• Own escalated tickets through to resolution, maintaining accurate records and providing clients with clear, regular updates.
• Guide and support first-line Service Desk Engineers, sharing knowledge and improving troubleshooting capability.
• Work with escalation, project and onsite teams, escalating issues promptly in line with SLAs.
• Maintain accurate client knowledge-based documentation and create articles as required.
• Prioritise workload to meet contractual SLAs and maintain high customer satisfaction.
• Manage vendor-supported tickets when required, coordinating activity and progress updates.
• Be available for emergency support (telephone).

Job description

Location: On site / Bellville, Cape Town, South Africa
job type: Permanent / Full-time
Sector and subsector: IT | Technical Support
Salary: Negotiable salary

Overall purpose

The primary purpose of this role is to drive OryxAlign’s success by effectively executing assigned responsibilities and contributing to corporate objectives. This involves collaborating with team members, stakeholders, and clients to deliver high-quality results, fostering a positive work environment, and continuously seeking opportunities for improvement. This role is expected to uphold the company's values, demonstrate professionalism, and support the achievement of OryxAlign’s goals.

The Senior Service Desk Engineer delivers high-quality second-line technical support to a diverse client base, resolving complex issues across a broad range of technologies. The role manages escalated tickets, guides first-line engineers, collaborates with escalation and project teams, and supports service excellence through clear communication, SLA adherence, accurate documentation and continual improvement.

Job Overview

This is a technical role operating under general guidance, with autonomy to prioritise workload and apply sound judgement within established procedures. The role holder is accountable for the quality and timeliness of their work and is expected to recognise when specialist input is required.

Key responsibilities

• Deliver timely, effective second-line technical support as part of the OryxAlign Service Desk, diagnosing and resolving complex incidents and service requests across supported client environments.
• Own escalated tickets through to resolution, maintaining accurate records and providing clients with clear, regular updates throughout the ticket lifecycle.
• Guide and support first-line Service Desk Engineers, sharing technical knowledge and helping to improve troubleshooting capability and service quality.
• Work closely with escalation, project and onsite engineering teams, escalating issues promptly and in line with contractual service level agreements.
• Maintain accurate and current client knowledge-based documentation, creating or improving articles where required.
• Prioritise and manage workload to meet contractual SLAs, support service performance and maintain a high standard of customer experience.
• Manage vendor-supported tickets where required, coordinating activity and ensuring clients receive regular progress updates.
• In an emergency, available for support (telephone)

Knowledge, skills and experience

• Advanced Microsoft 365 administration and troubleshooting.
• Microsoft Windows Server administration and support.
• VMware ESXi and/or Hyper-V virtualisation platforms.
• Microsoft Exchange administration, mail flow management and messaging troubleshooting.

Networking technologies including:

• TCP/IP
• DNS
• DHCP
• VLANs
• Firewalls
• Routing and Switching
• WAN technologies
• Entra ID (Azure AD) and identity management.
• Backup and recovery technologies, preferably including Veeam.
• Strong understanding of ITIL-based service management principles and support processes.

Qualifications and Certifications

The Senior 2nd Line Engineer is expected to maintain and continuously develop expertise across OryxAlign's Modern Work, Cloud, Security and Networking technology stacks.

• ITIL 4 Foundation Certification (or working towards).

Highly Desirable

• Modern Work
• Microsoft 365 Certified: Administrator Expert (MS-102)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• Microsoft Teams Administrator Associate (MS-700)
• Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800 / AZ-801)
• VMware Certified Professional (VCP)

Networking

• Cisco Certified Network Professional (CCNP)
• Fortinet Certified Professional (FCP)
• Aruba Certified Network Associate (ACNA)

Security

• Microsoft Security Operations Analyst (SC-200)
• CompTIA Security+
• ISC2 Certified in Cybersecurity (CC)

Continuous Development Expectations

• Maintain relevant vendor accreditations aligned to OryxAlign service offerings.
• Actively contributes to technical knowledge sharing, mentoring and capability development across the Service Desk.
• Create and maintain technical documentation and knowledge articles.
• Demonstrate progression toward advanced specialist certifications in Cloud, Security, Networking or Modern Work technologies.
• Contribute to continuous service improvement initiatives and operational excellence.

Personal Attributes

• Meets the requirements of the Core Competences by demonstrating the key behaviours for the Band and Grade of the role.
• Builds trusted working relationships across OryxAlign and with clients through strong interpersonal skills and emotional intelligence.
• Demonstrates service excellence and maintains a consistent focus on client satisfaction.
• Understands and demonstrates OryxAlign’s company values in day-to-day decisions and interactions.
• Takes a mature and proactive approach to continuous learning and development, supporting both personal growth and the company’s longer-term objectives.
• Works collaboratively as a dependable team member and supports colleagues.
• Takes ownership, remains composed under pressure and follows commitments through to completion.
• Demonstrates commercial awareness by recognising how technical decisions and service delivery affect client and business outcomes.

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

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.