SUMMARY:
We are looking for a Service Desk Engineer. The role involves providing first-line IT support, troubleshooting hardware, software, and networking issues, and managing incidents through an ITIL-aligned ticketing system (ServiceNow). The ideal candidate will have strong knowledge of Windows OS, Microsoft 365, and remote supp...
POSITION INFO:
We are looking for a Service Desk Engineer. The role involves providing first-line IT support, troubleshooting hardware, software, and networking issues, and managing incidents through an ITIL-aligned ticketing system (ServiceNow). The ideal candidate will have strong knowledge of Windows OS, Microsoft 365, and remote support tools, with proven ability to deliver professional, user-focused support within defined SLAs. Excellent communication, customer service, and problem-solving skills are essential, along with a proactive approach to continuous learning and collaboration within cross-functional IT teams.
What you'll do:
- First-Line Support: Respond to incoming user queries through phone calls, e-mails, chats and ServiceNow.
- Troubleshooting: Diagnose and resolve, software, network, and account-related issues (e.g., password resets, system access). Provide step-by-step guidance to users.
- Ticket Management: Log, track, and categorize incidents/service requests using ITIL-aligned ticketing system (ServiceNow).
- Escalation: Escalate unresolved or complex issues to the appropriate IT support level or specialist team with detailed documentation.
- SLA Compliance: Prioritize tasks to meet response/resolution timelines and user expectations.
- Knowledge Management: Use and contribute to knowledge base articles for consistent and efficient issue resolution.
- Monitoring and Reporting: Monitor ticket queues and ensure timely updates and closure. Deliver support in a courteous, professional manner.
- User Communication: Keep users informed of the status and progress of their issues or requests.
- Continuous Learning: Participate in training on new technologies and processes.
- Critical Incident Management – All critical incidents must be handled and managed within the SLA.
Technical Skills:
- Operating Systems: Proficiency in Windows OS.
- Basic troubleshooting of desktops, laptops, printers, monitors, and mobile devices.
- Networking Fundamentals: Understanding of IP addressing, DNS, DHCP, VPN, LAN/WAN basics. Ability to troubleshoot internet connectivity and remote access issues.
- Microsoft 365/Office Suite: Support for Outlook, Word, Excel, Teams, and SharePoint. Familiarity with account setup and mailbox troubleshooting.
- Ticketing system: Experience with ServiceNow.
- Remote Support Tools: Use of tools such as Microsoft Team, Quick Assist, Microsoft Remote Desktop and Remote-Control Viewer, Zoom workplace.
- Security Awareness: Basic understanding of cybersecurity best practices (e.g., phishing recognition, multi-factor authentication).
- Knowledge Base Usage: Ability to follow and contribute to documentation and standard operating procedures.
Soft Skills:
- Communication: Strong verbal/written skills to interact with diverse user skill levels.
- Customer Service: Patience, empathy, and a focus on user satisfaction.
- Time Management: Ability to prioritize tasks in a fast-paced environment
- Attention to Detail: Accurate logging and tracking of incidents.
- Team Collaboration: Work effectively with cross-functional IT teams.
Your Expertise:
- 1+ years of experience in end-user support/Service Desk role, familiarity with tools like remote desktop software (TeamViewer) and ServiceNow
Qualifications:
- High School Diploma or Equivalent
- CompTIA A+ and N+
- ITIL Foundation (for knowledge of service management best practices)
- AZ – 900 Microsoft Azure Fundamentals
- National Diploma in IT or Equivalent
Other information applicable to the opportunity:
- Contract position
- Location: Johannesburg
- Work environment: Onsite (open plan office)
Why work for us?
If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.
You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.
At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.
iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.
