Service Desk Engineer

Ultima; Wes-Kaap; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Ultima is seeking a 1st Line IT Support Engineer to be the first point of contact for users experiencing technical issues, delivering timely resolutions and ensuring incidents are logged and escalated when needed.

You will troubleshoot hardware and software problems, assist with AD/Azure AD and Office 365 administration, manage user accounts, and collaborate with the IT team to meet SLAs and KPIs.

Qualifications

• Experience in an MSP IT helpdesk with ITIL aligned processes.
• Proficient in Microsoft Office and Windows environments.
• Experience administering Active Directory, Azure AD and Exchange Online.

Responsibilities

• Provide first-level technical support to end-users via phone, email, and live chat.
• Troubleshoot hardware and software issues on desktops, laptops, printers and peripherals.
• Assist with software setup, account configurations, and network connections.
• Document incidents and requests in the ITSM tool and ensure SLA adherence.
• Create and update knowledge articles; support quality metrics and policy adherence.

Skills

ITIL

End-user support

Active Directory

Azure AD

O365 / Office 365

Exchange Admin

MS Office (2013/2016/0365)

Communication skills

Problem solving

Hardware knowledge

Education

Grade 12

Tools

ServiceNow ITSM

Job description

Hours: Monday to Friday - Shifts between 7am and 7pm (UK Time)

Please indicate the primary purpose of the position and describe the major expected results or objectives and those major factors that distinguish this position from others.

This position is the first point of contact for users experiencing technical issues, providing timely and effective resolutions. The role encompasses a broad range of responsibilities, including troubleshooting hardware and software problems, maintaining user accounts, and assisting with IT-related escalations. The 1st Line IT Support Engineer collaborates closely with the IT team to deliver exceptional support and contribute to the overall objectives, KPIs and SLAs.

MAIN DUTIES AND RESPONSIBILITES

End-User Support

• Provide first-level technical support to end-users via various channels including phone, email, and via live chat
• Troubleshoot and resolve hardware, software issues related to desktops, laptops, printers, mobile phones, and peripherals
• Assist users in setting up and configuring software applications, email accounts, and network connections

Ticket Management

• Document and prioritize user-reported incidents within the ITSM tool
• Document and prioritize user requests within the ITSM tool
• Ensure incidents are resolved within agreed service level agreements (SLAs) and escape when necessary
• Ensure requests are completed within agreed service level agreements (SLAs) and escape when necessary

Knowledge Contribution

• Identify knowledge gaps and flag them
• Updating of knowledge articles
• Creation of articles

Call and ticket quality

• Meet the required monthly threshold for call and ticket quality
• Improve on problem areas once highlighted by the Quality Manager

Behaviour, Attitude and Attendance

• Adhere to all service desk policies
• Adhere to all Ultima policies
• Keep up to date on all policies
• Keep to scheduled working hours

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

• At least 1 year experience working within an MSP on an ITIL service desk
• Grade 12
• Proficient in MS Office Suite, 2013, 2016, 0365
• Administration and maintenance experience of Active Directory, Azure AD, O365 and Exchange admin
• Ms Office admin
• Excellent levels of both written and verbal communication skills
• Possess excellent problem-solving skills
• Have good computer hardware and software knowledge
• Ability to build effective relationships with colleagues and customers
• Must be able to contribute to individual, team and company targets and objectives

DESIRED KNOWLEDGE, SKILLS & EXPERIENCE

• AZ-900 certified
• MS-900 certified
• SC-900 certified
• Commercially minded with ability to work independently
• Preferred experience in using ServiceNow ITSM tooling