Service Desk Engineer

at  Ekco

ESSENTIAL QUALITIES:

• As a Senior IT support Technician, familiarisation with the below technologies is expected. Any training that is needed will be given;
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• Windows Server 2022/2019/2016

• Azure & MEM
• Windows 10 desktop systems
• Active Directory
• Deployment Services – Intune/Group Policy
• Networking (Switching/VLANs/Routing/Firewalls)
• Managed Antivirus
• Enterprise Wireless administration
• PowerShell
• Customer centric with great people skills
• Proactive and positive approach to problem solving and client interaction

ABOUT THE ROLE

We are looking for an experienced, office based, IT Service Desk Engineer to join our Global Service Desk team, at our office in Tygervalley, Cape Town.
This role rotates 4on 4off 12hour shifts
You will be buddied up with 1 or 2 other engineers during this time based either in South Africa or the United Kingdom.
The shift patterns looks like this;
4X 20:00 – 08:00
4x Days off
4X 20:00 – 08:00
4x Days off
4X 08:00 – 20:00
4x Days off
4X 08:00 – 20:00
4x Days off
We are looking for someone with outstanding customer-facing skills. Alongside this, we need to see the ability to effectively troubleshoot, approach problems creatively, and take ownership in a whole variety of different scenarios. Proactivity is the key to success in this role and you will thrive on seeking out problems to solve.

KEY RESPONSIBILITIES:

• Provide prompt and reliable technical support to clients, triaging, troubleshooting and resolving technical issues
• Diagnose and troubleshoot hardware, software, and network-related problems, ensuring minimal disruption to client operations.
• Accountable for your own personal ticket queue, ensuring that all tickets are updated and closed in a timely fashion
• Create and maintain accurate documentation of support activities, troubleshooting steps, and system configurations.
• Monitoring and maintaining the operation centre during off-peak hours, ensuring client systems are running optimally, fixing any issues that arise, and escalating to other teams as necessary.
• Mentor and assist junior engineers in their professional growth and development.