Senior Service Desk Engineer – VIP Support & Mentoring

Zenzero Solutions Ltd; Milnerton; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Private health insurance

Generous holiday allowance

Flexible working patterns

Enhanced pension contributions

Regular social events

Job summary

Zenzero is a UK-based technology partner delivering managed IT, cyber security, cloud, and AI solutions. This Senior Service Desk Engineer role sits at the heart of our service delivery, owning complex VIP incidents and guiding the wider desk.

You’ll mentor peers, uphold high service standards, and step in to support leadership when needed. You’ll bring 3+ years in an MSP, strong Microsoft 365/Azure/AD/Intune expertise, ITSM tooling know-how, and solid ITIL understanding.

Qualifications

• 3+ years in a Managed Services (MSP) environment.
• Strong knowledge of Microsoft 365, Azure, AD, Intune, Windows 11 and MacOS.
• Solid security fundamentals including malware and phishing awareness.
• Experience with ITSM tools (ConnectWise, ServiceNow, Autotask).
• Familiarity with ITIL processes: incidents, requests, changes.
• Excellent troubleshooting and problem-solving skills.
• Collaborative mindset with leadership and mentoring ability.
• Exposure to mid-level project delivery.

Responsibilities

• Own and resolve complex, time-sensitive VIP support tickets.
• Act as escalation point for Service Desk Engineers.
• Coach and mentor team members to improve capability.
• Ensure all tickets meet SLA/KPI targets and quality standards.
• Collaborate with customers, providing clear, professional communication.
• Maintain accurate documentation, notes, and time tracking.
• Support the Service Desk Team Leader when required.

Skills

MSP experience

Microsoft 365

Azure

Active Directory

Intune

Windows 11

MacOS

Security fundamentals

ITSM tools

ITIL knowledge

Troubleshooting

Mentoring

VIP incidents

Tools

ConnectWise

ServiceNow

Autotask

Job description

Zenzero is a UK-based technology partner delivering managed IT, cyber security, cloud, and AI solutions. This Senior Service Desk Engineer role sits at the heart of our service delivery, owning complex VIP incidents and guiding the wider desk.

You’ll mentor peers, uphold high service standards, and step in to support leadership when needed. You’ll bring 3+ years in an MSP, strong Microsoft 365/Azure/AD/Intune expertise, ITSM tooling know-how, and solid ITIL understanding.