JobCubby JobCubby
Sign up
IGT Solutions

Desktop Support Engineer-ISG

IGT Solutions City of Cape Town, Western Cape, South Africa

IT Services and IT Consulting · 10,001+ employees

15 h ago Closes in 6d
support-engineer Mid (2-5 yrs) Full-time South Africa
Create a free account to apply — email only, no card. You can also save this posting or score it against your profile with AI.

Applying here? Try the free cover letter tool — paste this posting and your résumé, no account needed.

About the role

The Desktop Support Engineer provides Level 1 and Level 2 technical support for contact centre agents, including troubleshooting hardware, software, and telephony issues. They are responsible for incident management, asset tracking, and ensuring compliance with IT security policies within a 24/7 environment.

What they look for

Desktop Support Windows 10/11 Active Directory VoIP Network Fundamentals ITSM Tools Hardware Troubleshooting Software Troubleshooting Customer Service Incident Management Asset Management Technical Documentation Problem Solving Communication Skills ITIL Security Configurations

Requirements

Candidates must have a diploma or degree in IT or a related field along with 1-3 years of experience in desktop support, preferably in a BPO setting. Strong technical knowledge of Windows, Active Directory, and network fundamentals is required, alongside excellent communication and problem-solving skills.

Full description

Key Responsibilities

End‑User Support

  • Provide Level 1 & Level 2 desktop support for contact centre agents and support staff
  • Troubleshoot hardware, software, OS, and network issues
  • Support Windows desktops/laptops, thin clients, monitors, headsets, keyboards, and printers
  • Perform user onboarding, offboarding, and workstation setup

Contact Centre Environment Support

  • Support contact centre tools such as softphones, diallers, CRM systems, and WFM tools
  • Troubleshoot voice issues (headsets, VoIP, call quality, logging problems)
  • Ensure fast resolution of agent-impacting issues to maintain productivity and SLAs
  • Provide floor‑walking support during peak hours

Incident & Request Management

  • Log, track, and resolve incidents using an ITSM tool (e.g., ServiceNow, Remedy, Jira)
  • Prioritise issues based on business impact and urgency
  • Escalate unresolved issues to Level 3 / Infrastructure teams when required
  • Follow up to ensure user satisfaction and closure

System & Asset Management

  • Install, configure, and update operating systems and applications
  • Apply patches, antivirus updates, and security configurations
  • Maintain accurate asset and inventory records
  • Ensure compliance with IT and information security policies

Documentation & Process

  • Create and maintain knowledge articles, SOPs, and troubleshooting guides
  • Assist in continuous improvement of desktop support processes
  • Participate in audits and compliance activities

Required Skills & Competencies

Technical Skills

  • Strong knowledge of Windows 10/11 and Microsoft Office
  • Experience with Active Directory (user accounts, groups, password resets)
  • Understanding of network fundamentals (LAN, WAN, VPN, TCP/IP)
  • Experience supporting VoIP/softphone environments
  • Familiarity with remote support tools
  • Exposure to ITIL processes (Incident, Request, Problem Management)

Soft Skills

  • Excellent communication and customer service skills
  • Ability to work calmly under pressure in a fast‑paced environment
  • Strong problem‑solving and analytical skills
  • Team‑oriented with a proactive attitude

Work Conditions

  • Willingness to work shifts, weekends, or public holidays
  • Ability to support a 24x7 contact centre environment
  • On‑site presence required (floor support)

Responsibilities

Key Performance Indicators (KPIs)

  • Incident resolution time and SLA adherence
  • First Contact Resolution (FCR)
  • Agent downtime reduction
  • User satisfaction scores

Qualifications

Qualifications & Experience

  • Diploma or Degree in IT, Computer Science, or related field
  • 1–3 years of experience in desktop support, preferably in a BPO/contact centre environment
  • IT certifications (advantage):• CompTIA A+ / Network+
  • ITIL Foundation
  • Microsoft certifications

Similar roles