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IGT Solutions

Desktop Support Engineer-ISG

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

IT Services and IT Consulting · 10,001+ employees

9 h ago Closes today
support-engineer Mid (2-5 yrs) Full-time South Africa
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About the role

Provide Level 1 and Level 2 technical support for contact centre agents, including troubleshooting hardware, software, and telephony issues. Manage incidents through ITSM tools while ensuring compliance with security policies and maintaining accurate asset records.

What they look for

Windows 10/11 Microsoft Office Active Directory Network Fundamentals VoIP Softphone Support ITSM Tools Incident Management Hardware Troubleshooting Software Troubleshooting Remote Support ITIL Customer Service Problem Solving Communication Skills

Requirements

Requires a diploma or degree in IT or a related field with 1-3 years of desktop support experience in a BPO or contact centre environment. Candidates must have strong knowledge of Windows, Active Directory, and network fundamentals, along with excellent communication 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

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