Service Desk Engineer

OryxAlign Profile OryxAlign has grown very successfully since its inception in 2006 and is now a highly respected 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 maintain relevance 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 main responsibility of our Service Desk Engineers is to provide excellent 1st line telephone and technical support to a variety of clients across a range of technologies. Through taking client phone calls and providing first time resolution where possible and resolving technical support tickets as part of a busy Service Desk team.Key Responsibilities a)   Provide day to day technical support in an effective and timely manner as part of the OryxAlign Service Desk.b)   Management of assigned tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets.c)    Work closely with 2nd line Engineer and Escalations Engineers to ensure client tickets are escalated in a d)   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 other OryxAlign Engineers.g)   Vendor manage tickets as required, ensuring regular updates provided to client.h)   Prioritisation and management of workload to meet contractual SLAs.i)     Work as part of a shift rota covering client contracted hours Monday to FridayWhat we need from our Service Desk Engineers:As a 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 solutions Experience and expertisea)   Able to prioritise and schedule own workload within a fast-paced environment.b)   Proactive and positive approach to problem solving and client interaction. c)    Exceptional attention to detail, flexibility and uses own initiative to troubleshoot complex issues.d)   IT Service Desk Environment.e)   Networking Experience (routers, switches & firewalls). Understand basic network terminology and basic network configuration.f)     Administering & supporting Office365, with hands on experience of user and licence administrationg)   Microsoft Desktop.h)   Administering & supporting Microsoft Windows Server 2008/2012/2016, preferably in a VMWare ESXi environment or HyperV. QualificationsEssential: Good standard of education.Desirable: relevant IT qualificationWhat 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 4% employer.Other benefits include: Social events throughout the yearTechnology LoansWellbeing initiativesLong service leaveReward and recognition awardsLunches on All-In Office DaysEqual opportunitiesOryxAlign is an equal opportunity employer and is 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.