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Desktop Infrastructure Specialist

2 months ago

Cape Town, Western Cape, South Africa IOCO Full time
Desktop Engineer I

We are seeking a skilled Desktop Engineer I to join our team at iOCO Infrastructure Services (iOCO IS). As a key member of our team, you will be responsible for designing, deploying, managing, and maintaining desktop infrastructure within an organization.

Key Responsibilities:
  • Provide remote user support to users across 125 stores in South Africa and Namibia.
  • Offer general support of end-user computing for hardware, networking, printing, application, OS, and boardroom equipment.
  • Set up and prepare hardware for distribution to users.
  • Achieve expected SLA and quality requirements and KPIs to support client contract objectives.
  • Deliver excellent verbal communication to provide remote or telephonic support.
  • Effectively manage time and calls to support contractual objectives.
  • Utilize Call Management systems and tools to measure delivery of services.
  • Ensure effective resolution of calls within agreed timelines at expected service quality.
  • Escalate issues in a timely manner to ensure resolution within agreed timelines.
  • Communicate frequently and appropriately with users regarding the progress of incidents and requests.
Requirements:
  • 5-7 years of IT experience in remote End User Support.
  • Practical experience in a Microsoft environment.
  • 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.
Other Information:
  • 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.

At iOCO IS, we are passionate about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. We're a community of skilled professionals dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do, and their satisfaction fuels our fire and propels us forward.