IT Desktop Support Specialist

About the role

UnifyCX is expanding its call‑center operations in Durban and seeks an experienced IT Desktop Support Specialist to act as the on‑site technical anchor. Working the night shift, you will ensure that Windows 11 workstations, Wi‑Fi, and overall network connectivity remain fully operational for local agents.

Key responsibilities

• Monitor the health of local network equipment, including Cisco 9300L switches, Meraki MS130 devices and Palo Alto firewalls, and raise tickets for any link or connectivity outages.
• Provide first‑line support for password resets, account lockouts, AD group membership changes, and onboarding/off‑boarding of users.
• Ensure all Windows 11 PCs and laptops are domain‑joined, receive required updates, and have access to internal and client applications.
• Troubleshoot Wi‑Fi and wired network issues for authorized devices and coordinate with the dedicated Network Team for deeper investigations.
• Support voice hardware (headsets, cabling) and monitor call‑center voice connectivity, escalating platform‑wide issues to the client’s voice team.
• Maintain an accurate IT Asset Register and coordinate with facilities for power‑related incidents.

Required profile

• Proven experience in desktop support within a corporate or call‑center environment.
• Strong operational knowledge of Windows 11, Microsoft 365 and Active Directory user management.
• Basic networking skills, able to read LED indicators and run Ping/Traceroute diagnostics.
• Ability to work night shifts and act as the local point of contact for IT incidents.

Required skills

• Windows 11
• Microsoft 365
• Active Directory
• Cisco 9300L switches
• Meraki MS130 devices
• Palo Alto firewalls
• Ping and Traceroute commands
• IPsec VPN concepts
• VDI platforms
• Voice hardware (headsets, cabling)