Support Engineer

INOVO; Cape Town; On-site; ZAR 320,000 - 460,000; Full time

Job summary

iNOVO, Africa's leading cloud CX and contact centre provider, seeks a Support Engineer to join our Cape Town team. You will own the support queue, resolve incidents at first line where possible, and collaborate across ITIL-aligned processes to maintain system health.

You will work with applications, operating systems, databases, networks, and telephony platforms, providing guidance to peers and contributing to continuous improvement and knowledge sharing.

Qualifications

• Bachelor's degree or equivalent in IT/Engineering or related field.
• Cisco CCNA/CCNP certifications are desirable.
• Experience in technical support with ITIL-driven processes.

Responsibilities

• Own and manage the support queue, ensuring timely first response and assignment within SLA.
• Triage incoming tickets, determine severity, impact and categorisation.
• Provide 1st line resolution wherever possible; escalate when necessary.
• Manage incidents through the full lifecycle per ITIL practice.
• Perform scheduled system health checks and document outcomes.
• Guide less experienced team members and contribute to knowledge sharing.
• Participate in project planning and progress reporting.
• Communicate effectively with team members and stakeholders.

Skills

Technical support

ITIL

Networking basics

Troubleshooting

Customer service

Education

Bachelor's degree or equivalent in IT/Engineering

Cisco CCNA/CCNP certifications

Tools

VoIP systems

Telephony platforms

Job description

iNOVO is Africa's leading cloud CX and contact centre provider, delivering advanced customer engagement solutions that drive business growth and operational efficiency. We help organisations optimise their customer acquisition, customer service operations and revenue collection initiatives through innovative, fully customisable Cloud/SaaS technology that integrates with a client's existing systems, channels and applications.

With offices in Cape Town, iNOVO works with businesses across multiple industries to improve customer experience, service efficiency and revenue generation. Our solutions and services portfolio focuses on Channels and Digital, Journey Orchestration, Self-Service, Empowered Agents, Complete Performance, and Analytics and AI.

Summary

A Support Engineer is an experienced and proficient member of the technical support team, responsible for the end-to-end handling of incidents and service requests across the supported estate. They combine ownership of the support queue with hands-on resolution, resolving at first line wherever possible and escalating only where the issue exceeds their access or domain.

The role carries daily proactive responsibility for system health checks alongside reactive support, and contributes to the stability and continuous improvement of the platforms under management. A Support Engineer works with a high degree of independence, provides guidance to less experienced team members, and is expected to hold broad competence across the technical estate rather than depth in a single domain alone.

Reports to: Chief Operating Officer

Key responsibilities

Service Desk and Queue Management

• Own and manage the support queue, ensuring timely first response and assignment within SLA.
• Triage incoming tickets, establishing severity, impact, and correct categorisation.
• Provide 1st line resolution wherever a documented or known fix applies; escalating only where the resolution requires access, authority, or specialist knowledge beyond the role.
• Escalate proactively where SLA is at risk, rather than at the point of breach.
• Maintain ticket quality: accurate categorisation, diagnostic notes, time capture, and status.
• Utilise the service desk tool in line with SLA guidelines and agreed support bundles.

Incident and Service Request Management

• Manage incidents through the full lifecycle: logging, investigation, diagnosis, resolution, and closure, in line with ITIL practice.
• Fulfil service requests within the applicable SLA, following documented fulfilment procedures.
• Distinguish clearly between incidents and service requests, routing and prioritising each according to its own SLA.
• Contribute to problem management by identifying recurring incidents and raising underlying causes for investigation.
• Support major incident handling, providing technical input and clear, timely communication to stakeholders throughout.
• Execute install, move, add, change, and decommission (IMACD) requests, maintaining accurate asset records for every action.

Proactive Operations and System Checks

• Perform scheduled system morning checks across the supported estate, completing and signing off the sweep ahead of business open.
• Record every check as pass, fail, or not applicable, raising any failure as a ticket immediately rather than at the end of the sweep.
• Investigate and resolve conditions identified by the checks, or elevate where resolution falls outside the role.
• Contribute to the maintenance and improvement of the check runbook as the estate changes.

Technical

• Provide all-round technical support across the supported estate, including applications, operating systems, databases, networks, and telephony platforms.
• Demonstrate working knowledge across multiple technical domains, with the ability to troubleshoot competently outside a single specialisation.
• Assist with implementations and support of technical systems.
• Participate in and lead the resolution of complex technical issues.
• Perform routine administration on supported applications, covering user and permission management, configuration changes within documented bounds, and scheduled job management.
• Participate in technical reviews to ensure adherence to best practices and maintain high-quality deployment standards.

Project Management and Coordination

• Participate in project planning and estimation processes.
• Take a more significant role in tracking and reporting progress on assigned project tasks.
• Proactively identify and resolve project-related issues, providing guidance to less experienced team members.

Communication and Collaboration

• Communicate effectively and proactively with team members and stakeholders.
• Collaborate with colleagues to address technical concerns and find solutions.
• Participate actively in knowledge sharing and brainstorming sessions.

Leadership and Management

• Demonstrate leadership skills by taking ownership of assigned tasks and projects.
• Collaborate with team members to foster a positive and productive work environment.
• Take initiative and suggest improvements to implementation and support processes.
• Assist in the onboarding and training of new team members.

Research and Analysis

• Conduct in-depth research on emerging technologies, industry trends, and best practices.
• Analyse and evaluate complex technical requirements for projects.
• Continuously expand knowledge and skills through self-learning and professional development.

Planning and Strategy

• Identify areas for process improvement and efficiency enhancement.
• Adhere to and champion process enhancements and operational efficiency initiatives.

Process Improvement

• Implement best practices, deployment standards, and guidelines.
• Play a key role in retrospectives and post-implementation reviews.
• Provide insights into process improvement endeavours.

Customer Service

• Participate in customer meetings, offering technical expertise and guidance.
• Provide technical support and effective troubleshooting assistance to customers.
• Build and maintain strong customer relationships, ensuring customer satisfaction.

Compliance and Risk Management

• Identify and report potential risks and security vulnerabilities encountered during day-to-day support activities.
• Maintain strict adherence to data privacy, data protection, and information security guidelines, including client-specific confidentiality requirements.
• Handle client and end-user data responsibly, following information security practices (e.g. secure handling of credentials and access requests) at all times.
• Escalate any suspected security incidents or policy breaches promptly to the appropriate team.

Reporting and Documentation

• Independently create and maintain comprehensive technical documentation and change requests.
• Share knowledge and insights through documentation and internal presentations.
• Ensure accuracy and completeness of technical documentation.

Qualifications and experience

Qualifications

• Bachelor's degree or equivalent tertiary qualification in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.
• Relevant industry certifications, such as Cisco CCNA/CCNP (Collaboration, Enterprise, Security), Linux, Asterisk, or equivalent.
• Additional certifications in network security or cloud technologies advantageous.

Experience

• 2-4 years of experience in a technical support, managed services, or related technical environment.
• Proven experience managing a support queue against defined SLAs, including triage, prioritisation, and escalation.
• Demonstrable track record of resolving incidents and fulfilling service requests across a mixed technical estate.
• Broad hands-on support experience spanning applications, operating systems, networks, and end user computing.
• Experience performing scheduled system health checks and acting on the findings.
• Experience with IMACD and asset lifecycle activity.
• Working knowledge of telephony and contact centre solutions, including VoIP, SIP, PBX, and related protocols, or demonstrable ability to acquire it.
• Familiarity with telephony hardware and software components such as gateways, switches, routers, and telephony servers, advantageous.
• Understanding of security best practices, including encryption, authentication, and access control.
• Solid problem‑solving skills to troubleshoot complex issues and provide workable solutions independently.
• Analytical thinking: the ability to dissect complex technical issues, analyse data, and derive insightful conclusions to make informed decisions.
• Innovative mindset: think creatively and outside the box, leading to novel solutions and approaches in system design and troubleshooting across the supported estate.
• Adaptability: a willingness to embrace change and rapidly adapt to evolving technologies, ensuring the ability to stay ahead in a dynamic field.
• Strong leadership: the capacity to guide and inspire others through technical challenges, providing mentorship and fostering growth among team members.
• Detail‑oriented: a commitment to precision and accuracy in all tasks, ensuring optimal system performance.
• Problem‑solving skills: a knack for identifying technical problems, breaking them down into manageable components, and proposing effective solutions.
• Resilience: the ability to persevere in the face of challenges, maintaining a positive attitude and driving work forward with determination.
• Time management: effective time management skills to juggle multiple projects, tasks and responsibilities without compromising quality or deadlines.
• Decision‑making: the ability to make well‑informed decisions that consider both technical feasibility and business impact.

Protection of Personal Information (POPIA)

iNOVO processes the personal information you provide during recruitment in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA). Your information is collected and processed solely to assess your application and, where relevant, to verify the information you have provided. The lawful basis for this processing is the steps taken at your request prior to entering a possible employment contract, together with iNOVO's legitimate recruitment interests.

If your application is unsuccessful, your personal information will be retained for up to 12 months from the conclusion of the recruitment process, after which it will be securely destroyed, unless you consent to iNOVO retaining it for longer so that you may be considered for future opportunities. If your application is successful, the relevant information will be incorporated into your employee record and retained for the periods required by applicable law, including the Basic Conditions of Employment Act, and by iNOVO's data retention policy.

Your information will not be shared with third parties without your consent, except where required or permitted by law. You have the right to access, correct or request deletion of your personal information, and to object to its processing, by contacting iNOVO's Information Officer.