Service Desk Engineer - Reactive - Response - Cape Town (64890) at Ntice Sourcing Solutions

Job Description

Service Desk Engineer (1st & 2nd Line Support)

• An exciting opportunity is available for a skilled Service Desk Engineer to join a fast-paced technical support environment in Brackenfell, Cape Town.
• This role is ideal for someone with strong 1st and 2nd line support experience who enjoys troubleshooting technical issues, working across multiple client environments, and providing both remote and onsite IT support.
• You will be responsible for resolving incidents escalated through the Service Desk, supporting users across a variety of technologies, and contributing to technical projects including Microsoft 365 migrations, infrastructure upgrades, and user onboarding.

Duties & Responsibilities

• Provide 1st and 2nd line technical support across multiple client environments
• Respond to and resolve incidents escalated through the Service Desk
• Deliver both remote and onsite technical support
• Troubleshoot hardware failures, Microsoft environments, networking issues, and system outages
• Escalate unresolved or out-of-scope issues to the relevant technical teams

Assist with technical project work, including:

• Microsoft 365 migrations
• User onboarding and setup
• Infrastructure upgrades and improvements
• Provide onsite support when required, including stand-in support for Field Engineers
• Ensure continuity of service during Field Engineer absence
• Accurately log, update, and manage support tickets and technical documentation
• Maintain site documentation and record system changes
• Liaise with third-party vendors for repairs and warranty claims
• Assist with hardware repairs, upgrades, testing, and workshop support
• Use internal systems to track equipment movement and dispatching
• Remain available during working hours and for short-notice local travel when required
• Maintain professionalism and ensure confidentiality of client information at all times

Requirements

• Proven experience in a Service Desk / IT Support / Technical Support role
• Experience providing 1st and 2nd line support

Strong troubleshooting skills across:

• Microsoft Windows environments
• Microsoft 365
• Networking and connectivity issues
• Desktop and hardware support
• Comfortable supporting multiple client environments
• Strong communication and client service skills
• Able to prioritise, multitask, and work independently
• Relevant IT certifications advantageous
• Valid driver’s licence and willingness to travel locally

Why Join?

• Exposure to a broad range of technologies and industries
• Opportunity to work across varied client environments
• Hands-on project experience beyond day-to-day support
• Ongoing technical development and certification exposure