Senior End-User Support Engineer

Senior End-User Support Engineer

Location:
Onsite/Cape Town office

Shift pattern
8 hour shifts. Monday to Friday between 7am and 7pm (rota-based)

KEY ACCOUNTABILITIES / ROLE PURPOSE

The Senior End-User Support Engineer provides advanced support to end users and acts as an escalation point for the Service Desk team, bridging day-to-day service desk operations and infrastructure-level support. The role combines strong customer-facing skills with technical expertise across Microsoft and end-user compute platforms.

You will resolve complex incidents, support new starter provisioning, perform device and application deployments, and contribute to knowledge sharing and service improvements.

MAIN DUTIES AND RESPONSIBILITES

• Act as a point of escalation for the Service Desk for complex end user issues.
• Provide remote advanced support for desktops, laptops, smartphones, and tablets and application investigations (SCCM/Intune).
• Administer Microsoft 365, Exchange Online, Active Directory/Entra ID, and basic networking troubleshooting.
• Assist with incident, request, and problem management via ITSM tooling, ensuring SLAs are met.
• Contribute to proactive monitoring and patching activities to prevent incidents.
• Participate in continuous service improvement initiatives, including updating knowledge base articles.
• Deliver excellent customer service, acting as a role model for junior engineers.
• Support training for junior engineers
• Support shift left activities

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

• Previous experience in a Service Desk / 2nd line
• MS-900 qualification
• Proficient in MS Office Suite, 2013, 2016, 0365 and Microsoft 365 administration.
• Active Directory user/admin tasks, Exchange Online management.
• Experience with SCCM or Intune for device management and application deployment.
• Strong problem-solving skills and ability to work independently under pressure.
• Excellent communication skills and customer-first attitude.
• Required to apply for DBS clearance.

DESIRED KNOWLEDGE, SKILLS & EXPERIENCE

• Exposure to Citrix/AVD environments.
• PowerShell scripting skills.
• Knowledge of VPN and remote access solutions.
• ITIL Foundation v3/v4 certification.
• Experience working in a Managed Service Provider environment.
• Must be able to contribute to individual, team and company targets and objectives
• Must be conscientious with an attention to detail
• Preferred experience using a Ticket Management Software, creating/updating & logging tickets
• ITIL Foundation Certified

KEY COMPETENCIES REQUIRE FOR ROLE

• Adaptable
  – able to adjust approach quickly in a fast-paced environment, with proven ability to prioritise, plan, and stay productive under changing demands.
• An Influencer
  – drive best practice behaviours and results in others, acting as a role model for the Service Desk and promoting a culture of customer obsession.
• Commercially
  Focused
  – understand the balance between excellent service delivery and efficiency, ensuring customer satisfaction without compromising productivity or cost-effectiveness.
• Collaborative
  – break down silos by working openly with colleagues across teams, sharing knowledge and building strong connections to improve overall service.
• A
  Listener
  – actively listen to customers and colleagues, identifying opportunities to enhance the user experience and improve processes.
• Creative
  – apply flexible thinking when solving technical problems; sometimes following process is best, but sometimes a new approach is needed.
• Empathetic
  – appreciate both the customer's perspective and Ultima's business priorities and find the middle ground to deliver positive outcomes for both.
• Challenging
  – know when to question assumptions or processes, to improve processes and procedures
• Passionate
  – about delivering quality support, building strong customer relationships, and contributing to the success of your team and the wider business.

Our Commitment to You

We're proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.

Not sure you meet every single requirement?

People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we're committed to building a diverse and inclusive workplace, so even if your experience doesn't align perfectly, we encourage you to apply. You might be exactly who we're looking for.

Apply now, or reach out to our Talent team if you have any questions. We're always happy to chat about how we can make work, work for you.