1st Line Engineer – 24/7 Service Desk

About the role

Ekco is looking for a proactive 1st Line Engineer to join its 24x7 Service Desk in Cape Town. You will be the first point of contact for customers, handling calls, tickets and alerts, and ensuring issues are resolved quickly while keeping users informed.

Key responsibilities

• Receive inbound customer calls, raise tickets and provide support via phone and the FreshService ITSM tool.
• Perform initial triage, categorisation and impact analysis for incidents and service requests.
• Investigate and resolve issues remotely using appropriate support tooling.
• Maintain clear, professional communication with customers throughout the incident lifecycle.
• Manage personal and team ticket queues to ensure timely updates and resolutions.
• Liaise with other engineering teams, escalating tickets when necessary.
• Document common workarounds and fixes to enrich the knowledge‑base.

Required profile

• Customer‑centric with strong people skills.
• Resilient to change and able to work under pressure.
• High attention to detail and pride in delivering excellent service.
• Excellent time‑management and prioritisation abilities.

Required skills

• Microsoft 365 administration and licensing
• Microsoft Azure Virtual Desktop (AVD) & Remote Desktop
• Microsoft Active Directory & Entra ID
• Microsoft Exchange & Exchange Online
• Microsoft Intune & Group Policy
• Microsoft SharePoint and OneDrive
• Microsoft Teams
• End‑user devices and desktops
• On‑premise networking
• VMware