Senior Service Desk Support Engineer

About the role

A global investment advisory firm focused on long-term value creation is hiring a Senior Service Desk Support Engineer in Cape Town. The role covers first, second and third line support for end-users, applications, desktops and infrastructure, with local focus and remote support globally. It is office based with shift work and rotational standby.

Key responsibilities

• Provide 1st, 2nd and 3rd line support for end-users, applications, desktops and infrastructure, locally and remotely.
• Own ITSM roles aligned with ITIL, ensure predictable service delivery, drive evidence-based accountability and administer and optimise collaboration tools and business automation processes.
• Oversee the lifecycle, provisioning, security, performance monitoring and standardisation of end-user devices, including MDM and global audio visual and conferencing estates.
• Proactively identify and implement technologies that improve business operations and the user experience, including new product implementation and ad hoc projects.
• Work with Infrastructure and Security teams to resolve and mitigate security issues and vulnerabilities.
• Mentor and train Service Desk team members, including material creation and performance reviews, and deliver training to improve end-user digital skills.

Required profile

• Relevant tertiary degree (IT, Computer Science, etc.) beneficial.
• Minimum of ITIL Foundations V3 (V4 preferred).
• 8-10+ years in a Senior Engineer role, with 3+ years in Problem Management, CSI and Change Management.
• 5+ years in a global service desk, with 5+ years in a Senior Engineer / Team Leader / Supervisory role.
• 3 years of experience in the Financial Services industry.
• Experience supporting a multinational workforce across all time zones; willingness to work shifts, overtime and on-call.

Required skills

• Microsoft 365 and Azure
• Mobile Device Management (MDM)
• Cloud technologies
• Excellent written and verbal skills, stakeholder management and mentoring abilities