Senior Service Desk Engineer

OryxAlign Profile Managed Services Provider with a well-established and growing brand and client base. The company has invested significantly in its people and business infrastructure over this period and continues to do so; we now employ more than one hundred staff in our UK, Cape Town, and Manila offices.OryxAlign’s business model is based on three core elements: delivering an excellent service; client intimacy to develop trusted partnerships with a broad client base; and high levels of operational efficiency. In order to maintainrelevance as a Managed Services Provider in an evolving market, we continue to make significant strides in all three areas. To support the company in its journey, we require the right talent, which we will reciprocally invest in.Overall purposeThe Senior Service Desk Engineer plays a critical role in delivering high-quality 2nd line technical support to a diverse client base, ensuring swift and effective resolution of IT issues across a broad range of technologies. Operating from the Cape Town office, this role is central to maintaining service excellence by handling escalated support tickets, providing expert guidance to 1st line engineers, and collaborating closely with escalation and project teams. With a strong focus on customer satisfaction, the Senior Engineer ensures timely communication, adherence to service level agreements, and continuous improvement of support processes and documentation.Key Responsibilities a)   Provide day to day technical support in an effective and timely manner as part of the OryxAlign Service Deskb)   Management of escalated tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets.c)    Assisting and guiding 1st Line Service Desk Engineersd)   Work closely with escalation teams to ensure client tickets are escalated in a timely manner in accordance with client SLAs.e)   Ensuring client knowledge base documents remain up to date and are reviewed regularly including adding additional KB documents when required.f)     Provide support and assistance to OryxAlign Project Engineers and Onsite Engineersg)   Participate in an on-call rota covering non-UK Service Desk hours.h)   Vendor manage tickets as required, ensuring regular updates provided to clienti)     Prioritisation and management of workload to meet contractual SLAs.What we need from our Senior Service Desk Engineer:As a Senior Service Desk Engineer you will be passionate about providing the highest level of quality service to our clients and end users, having strong interpersonal skills and ability build trusted relationships with others. You should have a proactive and mature approach to learning and development to support both your own personal growth and the company’s long-term objectives. Service Desk engineers have strong problem-solving skills, including the ability to troubleshoot, identify root causes and recommend solutionsExperience and expertiseEssential: Good standard of education with relevant IT qualifications or certifications for the roleIT Service Desk experience or similar.Microsoft ExchangeNetworking experience (routers switches and firewalls)Network Administration & Data Backup TechnologiesTroubleshooting and problem solving skills Desirable:Experience within an MSP environment What you will get from OryxAlignAlong with competitive salary and training and development you will receive leave entitlement of 15 days plus one volunteer day, medical aid allowance, retirement annuity allowance with - 4% employer contribution.Other benefits include:Social events throughout the yearTechnology LoansWellbeing initiativesLong service leaveReward and recognition awardsLunches on All-In Office Days Equal opportunitiesOryxAlign is an equal opportunity employer who are committed to creating an inclusive environment for all employees. In accordance with the Employment Equity Act of South Africa, we actively promote diversity and the fair treatment of all individuals, regardless of race, gender, disability, age, religion, sexual orientation, or any other characteristic protected by law. We encourage applications from candidates who will contribute to the diversity of our team, especially those from historically disadvantaged groups.