Service Desk Engineer

Oryxalign Limited; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Social events throughout the year

Technology Loans

Wellbeing initiatives

Long service leave

Reward and recognition awards

Job summary

OryxAlign is seeking an IT Service Desk professional to provide first-line support to clients in a structured service desk environment. You will handle tickets end-to-end, collaborate with 2nd line engineers, and ensure knowledge base accuracy. The role requires proactive problem solving, strong communication, and adherence to SLAs.

A 5-day shift pattern is expected. Essential experience includes Windows desktop support, Microsoft 365, and service desk tooling.

Qualifications

• 3 years' experience within an IT Service Desk, Helpdesk or MSP environment.
• Experience supporting Windows desktop operating systems and Microsoft 365 applications.
• Experience working with ticketing and service management systems.
• Experience providing remote support to end users.
• Good customer service and communication skills.

Responsibilities

• Provide day-to-day technical support in the OryxAlign Service Desk.
• Manage assigned tickets through to completion with regular client feedback.
• Escalate to 2nd line and Escalations Engineers as required per SLAs.
• Maintain and update knowledge base documents.
• Support other OryxAlign Engineers and manage vendor tickets as needed.
• Prioritise workload to meet contractual SLAs.
• Work a shift rota covering contracted hours Monday to Friday.

Skills

Prioritisation

Problem solving

Attention to detail

Remote support

Customer service

Education

ITIL 4 Foundation

Tools

Windows

Microsoft 365

Active Directory

Exchange Online

SharePoint

OneDrive

Job description

Overall purpose

The overall purpose of the role is to support the delivery of OryxAlign's corporate objectives and strategy by providing high-quality service desk support, working collaboratively with colleagues and clients, and demonstrating the company's values and expected standards of professional conduct.

The role provides 1st line telephone and technical support to clients, resolving incidents and service requests wherever possible, escalating appropriately where required, and ensuring clients are kept informed throughout the ticket lifecycle.

Role Overview

This role operates in a structured service desk environment, handling straightforward to moderately complex technical issues. It requires clear communication, sound technical judgement and collaboration with colleagues and clients. Work is largely well-defined, with individuals expected to use initiative, follow established procedures, manage reactive and proactive tasks, and meet externally defined service targets. The role works under general supervision, with regular performance monitoring and daily guidance where required.

Key responsibilities

• Provide day-to-day technical support in an effective and timely manner as part of the OryxAlign Service Desk.
• Manage assigned tickets through to completion, ensuring regular client feedback is provided throughout the ticket lifecycle.
• Work closely with 2nd line Engineers and Escalations Engineers to ensure client tickets are escalated in a timely manner and in accordance with client SLAs.
• Ensure client knowledge base documents remain up to date, are reviewed regularly, and that additional knowledge base documents are created when required.
• Provide support and assistance to other OryxAlign Engineers.
• Manage vendor tickets where required, ensuring regular updates are provided to clients.
• Prioritise and manage workload effectively to meet contractual SLAs.
• Work as part of a shift rota covering client contracted hours Monday to Friday.
• Complete relevant health and safety training and follow appropriate health and safety guidance in relation to the role.

Required Skills & Experience

• Able to prioritise and schedule own workload within a fast-paced service desk environment.
• Proactive and positive approach to problem solving and client interaction.
• Strong attention to detail, flexibility and initiative when troubleshooting technical issues.
• Experience supporting Microsoft Server, Active Directory, Microsoft Desktop and user end compute devices including desktops, laptops, tablets and phones.
• Experience administering and supporting Office 365, Entra, Microsoft Exchange, SharePoint and OneDrive, including user and licence administration.
• Knowledge of VoIP systems, application management, software and hardware configuration and client-side troubleshooting.
• Experience using support ticketing systems, triaging incidents and requests, setting priorities and meeting SLA targets.
• Understanding of networking principles, including basic switching and routing configuration, DHCP, DNS and TCP/IP.
• Experience troubleshooting LAN and wireless networks, with knowledge of firewall principles.
• Knowledge of Microsoft Azure cloud platform, virtualisation software such as VMware, Hyper-V or Citrix, backup systems and storage arrays.
• Mac operating system experience would be advantageous.

Desirable Skills & Qualifications

Essential (within first 12 months)

ITIL 4 Foundation

Desirable Certifications

Modern Work

• Microsoft 365 Fundamentals (MS-900)
• Microsoft 365 Endpoint Administrator Associate (MD-102)

Cloud

• Microsoft Azure Fundamentals (AZ-900)
• Microsoft Azure Administrator Associate (AZ-104) (working towards)

Security

• Microsoft Security, Compliance & Identity Fundamentals (SC-900)
• CompTIA Security+

Networking

• Cisco Certified Support Technician (CCST Networking)
• Cisco Certified Network Associate (CCNA) (working towards)
• Fortinet Certified Associate (FCA)

Experience

Essential

• 3 years' experience within an IT Service Desk, Helpdesk or MSP environment.
• Experience supporting Windows desktop operating systems and Microsoft 365 applications.
• Experience working with ticketing and service management systems.
• Experience providing remote support to end users.
• Good customer service and communication skills.

Desirable

• MSP experience supporting multiple clients.
• Exposure to Microsoft Azure and Microsoft 365 administration.
• Exposure to networking technologies including switches, wireless networks and firewalls.
• Experience using RMM and PSA platforms.

Knowledge and Technical Skills

Modern Work

• Microsoft 365 user administration.
• Exchange Online mailbox management.
• Microsoft Teams support and troubleshooting.
• OneDrive and SharePoint Online support.
• Windows 10/11 support.
• Entra ID user administration.
• MFA and Conditional Access administration.

Cloud

• Basic Azure administration.
• Azure Virtual Desktop support.
• User and group management.
• Licensing management.
• Virtual machine monitoring and basic support.

Networking

Understanding of:

• TCP/IP
• DNS
• DHCP
• VPN Connectivity
• Wireless networking
• Switching fundamentals
• Firewall fundamentals
• WAN connectivity troubleshooting

Service Management

• ITIL incident and request management.
• SLA awareness.
• Knowledge base documentation.
• Ticket ownership and escalation management.

Personal Attributes

• Demonstrates the key behaviours outlined in the Core Competence Framework.
• Possesses strong interpersonal skills and emotional intelligence, with the ability to build trusted relationships across OryxAlign and with external stakeholders.
• Understands and consistently delivers service excellence, ensuring high standards in all client interactions.
• Embodies and promotes OryxAlign's company values in day-to-day work and professional conduct.
• Takes a proactive and mature approach to continuous learning and development, supporting both personal growth and the company's long-term objectives.
• Demonstrates effective communication skills, including active listening, clear explanation of technical issues, and the ability to engage with both customers and stakeholders.
• Applies strong problem-solving skills, including the ability to troubleshoot, identify root causes, and recommend solutions that enhance IT infrastructure performance and efficiency.
• Delivers high-quality customer service, meeting client needs while building trust and rapport through professional and responsive support.

What you will get from OryxAlig

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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
• Wellbeing initiatives
• 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.