Service Desk Engineer

Primis; Wes-Kaap; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Primis is seeking a 24x7 Service Desk Engineer to provide infrastructure and end-user IT support across multiple customers. You’ll troubleshoot incidents, manage alerts, resolve issues and escalate complex problems while delivering excellent customer service.

You'll work with Microsoft, Azure and M365 environments, follow ITIL processes and SLAs, and contribute to proactive system checks and documentation to improve service quality.

Qualifications

• Previous experience in a Service Desk / IT Support environment.
• Experience with Microsoft 365 and Windows client/server OS.
• Familiar with Citrix, RDS or AVD.
• Experience with VMware or Hyper-V.
• Experience using an ITSM/ticketing system.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work under pressure and prioritise effectively.

Responsibilities

• Manage and prioritise tickets via ITSM, chat and telephone.
• Troubleshoot infrastructure alerts and workspace issues.
• Provide first-line diagnosis and resolution.
• Support Microsoft, Azure and M365 environments.
• Perform proactive system checks to prevent incidents.
• Escalate P1 incidents and complex issues appropriately.
• Maintain and improve technical documentation and knowledge bases.
• Work within SLAs and ITIL processes.

Skills

IT support experience

Troubleshooting

Customer service

Communication skills

Tools

MS Windows

Microsoft 365

Citrix/RDS/AVD

VMware/Hyper-V

ITSM system

Job description

Hours: 4 on, 4 off | 12-hour shifts | Days & Nights | Weekends & Public Holidays

About the Company

Our client is a leading technology solutions and managed services provider, helping organisations manage their IT infrastructure, cloud environments and end-user technology.

The Role

We’re looking for a 24x7 Service Desk Engineer to provide infrastructure and end-user IT support across multiple customers. You’ll troubleshoot incidents, manage alerts, resolve technical issues and elevate complex problems while delivering excellent customer service.

Key Responsibilities

• Manage and prioritise tickets via ITSM, chat and telephone.
• Troubleshoot infrastructure alerts, patch failures and workspace issues.
• Provide first-line diagnosis and resolution.
• Support Microsoft, Azure and M365 environments.
• Perform proactive system checks to prevent incidents.
• Escalate P1 incidents and complex issues appropriately.
• Maintain and improve technical documentation and knowledge bases.
• Work within agreed SLAs and ITIL processes.

What You’ll Need

• Previous experience in a Service Desk / IT Support environment.
• Experience with one or more of:
• Microsoft Client/Server OS
• Microsoft 365
• Citrix, RDS or AVD
• VMware or Hyper-V
• Experience using an ITSM/ticketing system.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work under pressure and prioritise effectively.

Nice to have: ITIL certification, PowerShell, Active Directory, DNS/DHCP, Linux, patch management, security/SOC/EDR experience.

Research indicates that men will apply to a role when they only meet 50-60% of the descriptions, however, when looking at women and other minority groups, they can look for up to a 99% match in order to apply to a role. If you feel you are a fit for our role, please still apply, don’t worry if you don’t tick every single box. We’d still love to hear from you. We encourage underrepresented talent to apply to all our roles & support accessibility needs