Job Description

SUMMARY:
We are looking for a skilled and customer-focused Desktop Engineer II to provide advanced technical support for end-user devices, software, and hardware across the organization. The role involves troubleshooting complex desktop issues, managing escalations from Tier 1 support, and ensuring timely resolution of incidents and serv...
POSITION INFO:
We are looking for a skilled and customer-focused Desktop Engineer II to provide advanced technical support for end-user devices, software, and hardware across the organization. The role involves troubleshooting complex desktop issues, managing escalations from Tier 1 support, and ensuring timely resolution of incidents and service requests.
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What youaEUR(TM)ll do:

• Remote and onsite user support to users across the precinct
• General support of end user computing for hardware, networking, printing, application, OS and boardrooms equipment
• Set up and preparation of hardware for distribution to users
• Achieve expected SLA and quality requirements and KPIs to support client contract objectives
• Excellent verbal communication to deliver

or telephonic support * Effective time and call management to support contractual objectives

• Ensure effective resolution of calls within agreed timelines at expected service quality
• Timeous escalation to ensure resolution within agreed timeline
• Frequent and appropriate communication with users wrt resolution progress of incidents and requests
• Executive onsite support

Your expertise:

• English - Can converse and has the necessary email skills
• Excellent Customer Interaction with clear, concise, and effective communication skills
• Effectively collaborate with the team to achieve common goals
• Identify and resolve issues effectively.
• 5-7 years IT experience in remote and onsite End User Support
• Network support and Microsoft environment experience

Qualifications required:

• National Senior Certificate/ Matric/ N3/ Grade 12
• A+
• N+
• Pass typical recruitment checks (criminal, qualification, ID verification checks, etc.)
• Qualifications preferred/ knowledge:

• MCSE
• Hardware Certifications is advantageous
• Mobility Support qualificationITIL
• Customer support soft skills

Other information applicable to the opportunity:

• Permanent Position
• Location: Cape Town
• Physical Demands: Sitting, walking, bending, and lifting
• Travel: Must have a vehicle and a valid driveraEUR(TM)s license. Travel on request.

Why work for us?
If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.
You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.
At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.
iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.