Service Desk Engineer (Managed Services)

About the role

We are seeking an ambitious Service Desk Engineer to join our Managed Services team in Cape Town. As the first point of contact for international clients, you will deliver remote technical support, ensure timely issue resolution, and contribute to a positive client experience.

Key responsibilities

• Respond to first‑line customer inquiries, triage tickets and gather necessary information.
• Handle inbound/outbound calls, emails and internal communications with professionalism.
• Maintain case hygiene: create, classify, escalate and manage tickets.
• Log time accurately and document detailed resolution summaries.
• Provide remote support for a variety of hardware and software systems.
• Follow established business processes, SOPs and knowledge‑base guidelines.
• Contribute to SOP/KB creation and continuous improvement.

Required profile

• Diploma or degree in Computer Science, Information Systems, Engineering, or equivalent.
• At least one year of hands‑on IT support experience.
• Strong communication skills for interacting with international clients.

Required skills

• Windows Desktop and Microsoft operating systems.
• Microsoft Office Suite and Office 365.
• Active Directory.
• MS‑900 (Microsoft 365 Fundamentals) certification.
• CompTIA Network+ (N+) or CompTIA A+ certification.

What we offer

• Uncapped annual leave (responsible time off).
• Group life, disability and trauma insurance.
• Fitness cash contribution and medical insurance support.
• Pension fund and employee assistance programme.
• Enhanced maternity & paternity leave.
• Continuous professional development, mentoring and clear career progression.