Senior Service Desk Engineer – ITIL & Tier 2

CDM Smith; Pietermaritzburg; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading engineering firm in South Africa is seeking a Supervisor, Service Desk to join their Digital Engineering Solutions team. This role involves overseeing Tier 2 application support, managing incidents, and implementing ITIL-aligned strategies. The ideal candidate will have strong IT skills, cloud service knowledge, and a commitment to continuous improvement. The firm offers a supportive, progressive workplace focused on employee experience and growth.

Benefits

Employee experience programs

Career growth opportunities

Supportive work environment

Qualifications

• 4+ years of related work experience.
• ITIL Foundation certification required.
• Ability to monitor ticket queues and ensure timely resolution of support requests.

Responsibilities

• Take ownership of incidents in a group environment.
• Serve as the primary contact for addressing Tier 2 application-related incidents.
• Lead the coordination and resolution of major incidents.
• Diagnose and resolve complex technical issues.

Skills

Programming techniques

ITIL frameworks

Ticketing systems

Organizational skills

Analytical skills

Communication skills

Education

Bachelor’s degree in computer science or computer engineering

Tools

ServiceNow

Freshdesk

Jira Service Management

Job description

A leading engineering firm in South Africa is seeking a Supervisor, Service Desk to join their Digital Engineering Solutions team. This role involves overseeing Tier 2 application support, managing incidents, and implementing ITIL-aligned strategies. The ideal candidate will have strong IT skills, cloud service knowledge, and a commitment to continuous improvement. The firm offers a supportive, progressive workplace focused on employee experience and growth.