Service Engineer

AVI is home to many of South Africa's most loved and trusted brands. Behind those brands sits a high-performing IT Shared Services team that keeps our people productive, our systems stable, and our operations moving. 

We're now looking for a Service Engineer to join our Cape Town team someone who enjoys varied, hands-on technical support, values teamwork, and is committed to providing excellent service to end users. This role offers a strong blend of hands-on technical depth and customer-focused support. You'll work across a range of technologies, tackle diverse incidents, and play an active part in keeping our environment running smoothly. It's well suited to someone who enjoys troubleshooting, takes ownership of their work, and thrives in a collaborative team that keeps things professional but relaxed. 

What the Role Is All About

The Service Engineer provides high-quality technical support to AVI users across the business. Resolving incidents, managing cases end-to-end, and ensuring users receive clear, timely communication. Most of your day will be spent troubleshooting incidents, answering calls, and handling tickets assigned through our logging platform. You'll take ownership of issues, escalate effectively when needed, and follow through until the problem is resolved. 

Reporting Structure:

• Reports to: Service Engineering Team Lead 

Key Areas of Impact

• Deliver high-quality 1st and 2nd line technical support to AVI end users across the business.
• Manage and resolve approximately 15–20 incidents per day, ensuring accurate documentation and ownership from start to finish.
• Respond to inbound support calls promptly and maintain a Grade of Service above 85%.
• Resolve incidents within agreed service levels and escalate efficiently where required.
• Track and follow up on all third-party service calls to ensure timely completion.
• Assist with the installation, configuration, maintenance and optimisation of core infrastructure components, including server hardware, storage, patching, virtualisation platforms, monitoring tools and related software.
• Monitor systems and alerts, investigate root causes, and address recurring issues to improve overall stability.
• Collaborate closely with fellow Engineers, Service Desk Agents and adjacent technical teams to ensure seamless incident resolution and strong customer outcomes. 

What It Takes to Succeed:

Experience that set you up for success: 

• At least 3 years in a Service Desk or IT support environment.
• Solid working experience with Windows operating systems.
• Experience supporting handheld devices (Samsung / iPhone / iPad).
• Working knowledge of TCP/IP, DHCP, Ethernet, VPN.
• Experience using Microsoft Active Directory for administration.
• Experience with antivirus software and MS Office (ideally O365).
• Exposure to SCCM / SCOM / Orchestrator is an advantage.

Qualifications & Certifications that will contribute to your success:

• Matric / Grade 12
• MCSA / MCP or equivalent
• IT Diploma (advantageous)
• CCNA (advantageous) 

You're likely to excel here if you:

• Enjoy hands-on troubleshooting and solving user problems.
• Can communicate clearly with both technical and non-technical users.
• Stay calm under pressure and approach service with a customer-focused mindset.
• Are team-oriented and open to sharing knowledge.
• Are committed to a role that includes answering calls and see this as part of the value you deliver, not a step backwards. 

The team is collaborative, relaxed and professional, with six engineers who support each other, leverage one another's strengths, and balance their workloads effectively. 

Additional Requirements

• Ability to work under pressure and manage multiple tasks.
• Willingness to work overtime, after hours or on weekends/public holidays during emergencies.
• Limited travel to sites when required. 

Why Join Our Shared Services Team?

• Drive Growth: Support and contribute to the success of our industry-leading brands.
• Collaborative Culture: Thrive in a team-oriented environment that values accountability and innovation.
• Impact & Growth: Play a key role in our brands' success while advancing your career in a supportive setting.
• Shape the Future: Make a meaningful difference and help us shape the future of our business. 

Take the Next Step with Us

At the heart of our AVI Shared Services Divisions is a commitment to excellence, collaboration, and continuous improvement. Here, you'll have the opportunity to work with talented professionals across multiple disciplines, allowing you to grow professionally. If you are passionate about making an impact, solving complex problems, and collaborating with others to drive excellence, this is the place for you.