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Desktop Engineer I

2 months ago

Cape Town, Western Cape, South Africa IOCO Full time

Job Summary:

iOCO Infrastructure Services is seeking a highly skilled Desktop Engineer I to join our team. As a key member of our IT infrastructure team, you will be responsible for designing, deploying, managing, and maintaining desktop infrastructure within our organization.

Key Responsibilities:

  • Provide remote user support to users across various locations, ensuring timely and effective resolution of technical issues.
  • Offer general support for end-user computing, including hardware, networking, printing, application, OS, and boardroom equipment.
  • Set up and prepare hardware for distribution to users, ensuring seamless integration into our IT infrastructure.
  • Achieve expected Service Level Agreements (SLAs) and quality requirements, as well as Key Performance Indicators (KPIs), to support client contract objectives.
  • Deliver excellent verbal communication to provide remote or telephonic support, ensuring clear understanding and resolution of technical issues.
  • Effectively manage time and calls to support contractual objectives, utilizing Call Management systems and tools to measure delivery of services.
  • Ensure effective resolution of calls within agreed timelines, at expected service quality, and timely escalation to ensure resolution within agreed timelines.
  • Frequently communicate with users regarding the progress of incidents and requests, ensuring transparency and satisfaction.

Requirements:

  • 5-7 years of IT experience in remote End User Support.
  • Must be experienced in Microsoft environment, with a practical approach and IT generalist skills.
  • Experience in Network Support.

Qualifications:

  • National Senior Certificate/Matric/N3.
  • A+ N+
  • MCSE.
  • Hardware Certifications are advantageous.
  • Mobility Support qualification.
  • ITIL.
  • Customer support soft skills.

Work Environment:

  • Permanent Position.
  • Location: Cape Town.
  • Work environment: Onsite at the client in an open plan office.
  • Physical Demands: Remote support to clients, bending, sitting, lifting, and driving to work.
  • Travel: Must have own vehicle and valid driver's license to travel to work and back.

Why iOCO Infrastructure Services?

We are a community of skilled professionals dedicated to providing outstanding client experiences through sustainable, innovative IT infrastructure solutions. Our clients are at the heart of everything we do, and their satisfaction fuels our fire and propels us forward. We're a team of challengers, disruptors, and innovators, passionate about delivering exceptional results and making a lasting impact.