Desktop Support Engineer

All jobs Johannesburg, Gauteng, South Africa Why choose Logicalis? It’s not just IT solutions, it’s IT global know-how Logicalis is an international multi‑skilled solution provider that delivers digital enablement services to help customers harness digital technology and innovate to produce powerful business outcomes. Our customers span multiple industries and regions. We focus on the dynamics of our customers’ vertical markets—including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing, and professional services—and apply the skills of our employees in modernising key digital pillars such as data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We partner with leading technology companies such as Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow. Logicalis employees are innovative, smart, entrepreneurial and customer‑centric, sharing a collective ambition to become the world’s leading IT solutions provider. We offer speedy decision‑making, opportunities for personal development and a supportive, inclusive environment that celebrates diversity. Join us and become a part of something epic ROLE PURPOSE Technical engineering position focused on ensuring the smooth running of customers’ environments. Responsibilities include maintaining system availability at the highest level, resolving issues within SLA, collaborating with the service desk, and monitoring and escalating vendor‑related support requests such as printers. ROLE RESPONSIBILITIES Take ownership of customers’ requests and be proactive when addressing their issues. Ensure all requests meet or exceed contractual Service Level Agreements. Always maintain high customer‑care levels. Actively seek to improve and grow own skills and those of the Customer Services team. Perform Incident Management to restore service and meet SLAs. Document fixes as knowledge articles. Create evidence knowledge articles to enable First‑Call Resolution. Proactively identify, plan and remediate issues on the client’s desktop estate using the chosen tool. Perform application deployments/updates on the desktop/laptop estate. Follow the escalation matrix for infrastructure issues. DELIVERY RESPONSIBILITIES Onsite desktop support at customer locations. Carry out onsite diagnostic tests and troubleshooting incidents logged by customers. Work and travel to customer sites. Escalate calls to senior engineers or management per the escalation matrix. Liaise with internal departments, vendors and suppliers. Provide advanced diagnostics. Manage phone calls, ensuring customers are informed of actions taken. Update customers by phone or email on progress or to request additional information. Assist with the implementation of customer projects, internal support projects or administrative tasks. Perform ad‑hoc duties as required. Adhere to delivery of standard reporting packs. Assist in the coordination of security incident response. Resolve information security incidents. Assist technology teams in developing, implementing and automating security solutions. Communicate risks and potential customer impact of identified issues and recommend controls to mitigate them. KEY PERFORMANCE INDICATORS Complete partnership and technical skill certifications. Customer and end‑user satisfaction and relationships. Customer service improvements. Identify project opportunities. ISO compliance. Project execution and service transition quality. Ticket management disciplines and SLA compliance. Timesheet completion quality. SKILLS AND COMPETENCIES Accountable execution. Agile transformation. Cross‑business engagement. Entrepreneurial spirit. Excellent customer solutions. Impactful communication. Inclusive teamwork. Positive resilience. Self‑driven learning. Smart decision‑making. PERSON REQUIREMENTS Experience: 5 years in the customer service industry with direct input into a technical environment performing desktop support. 1 year supporting network infrastructure (routers, switches, firewalls, etc.). Advance working knowledge of MS Office & Windows (including Office products). Experience in troubleshooting and administering video conferencing equipment. Experience configuring, troubleshooting and administering office printers. Good understanding of general IT equipment (desktops, applications, servers, switches, routers, etc.). 2 years of providing VIP desktop support. Valid driver’s licence. QUALIFICATIONS Graduate or qualified by experience. A+ / N+ ITIL v3 or v4 Fundamentals. Microsoft Certified Fundamentals. Microsoft Certified Endpoint Administrator Associate. ADDITIONAL SKILLS / ATTRIBUTES High command of the English language both written and verbal. Self‑motivated and able to work unsupervised. Attention to detail. Punctuality. Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease. Proficient analytical and decision‑making skills. Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns. Proficient relationship‑building skills—predicting customer behaviour and responding accordingly. Strong service‑oriented (“can‑do”) culture with a focus on the internal customer approach and a commitment to exceeding customer expectations. Good communicator with the user environment. Dynamic but aware of the views and feelings of others. Able to operate as a good team player. Drive and energy. Demonstrate clear purpose, enthusiasm and commitment. Full, valid driver’s licence. Disclaimer: Strictly fair and non‑discriminatory selection procedures will be followed. We use Employment Equity (EE) and affirmative action measures to redress disadvantages experienced by designated groups and will prefer candidates from those groups as defined in the Employment Equity Act and in line with Logicalis SA’s Employment Equity plans. Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Information Technology Industries: Human Resources Services Referrals increase your chances of interviewing at All jobs by 2x. #J-18808-Ljbffr