24/7 Service Desk Engineer

About the role

We are looking for a 24/7 Service Desk Engineer to join Trustmarque Ultima’s hybrid team in Cape Town. The role works on a 4‑on/4‑off 12‑hour shift pattern, covering days, nights, weekends and public holidays, providing infrastructure managed services and end‑user support to our customers.

Key responsibilities

• Monitor and respond to incidents via the ITSM tool, chat and phone, following ITIL ticket‑management best practices.
• Troubleshoot infrastructure alerts, deploy approved changes and remediate patch failures.
• Triage workspace tickets, provide initial diagnosis and resolve or appropriately escalate.
• Perform routine proactive checks to prevent service interruptions.
• Escalate high‑priority incidents to partners, internal teams and customer contacts according to P1 processes.
• Document solutions and contribute to the Ultima knowledge base.

Required profile

• Previous experience in a service desk or support environment, preferably using a ticketing system aligned with ITIL.
• Ability to work under pressure, meet SLA targets and manage workload across rotating shifts.
• Strong communication skills and a customer‑focused attitude.

Required skills

• Microsoft Windows client/server operating systems.
• Microsoft Azure cloud services.
• Microsoft 365 administration.
• Endpoint device management.
• Application delivery technologies such as Citrix, RDS or Azure Virtual Desktop.
• Virtualisation platforms including Hyper‑V and VMware.
• Familiarity with ITSM tools and ITIL processes.