Senior Service Desk Support Engineer 

Job Purpose

A Senior Service Desk Support Engineer is responsible for providing remote technical support and serving as an escalation point for Service Desk Engineers. This role involves supporting various clients, executing assigned tasks from Team Leaders or the Service Desk Manager, and maintaining a high standard of professionalism in all service delivery.

Duties and Responsibilities

Technical Support & Escalation

• Act as the first point of escalation for junior, mid-level, and senior Service Desk Engineers.
• Install and configure software including email clients, antivirus programs, and approved third-party applications (excluding software requiring outsourced support).
• Provide support for IT-related issues as requested by management.
• Maintain, upgrade, and troubleshoot customer hardware including PCs, peripherals, and network devices (excluding vendor-managed hardware).
• Take ownership of escalated incidents and manage them professionally through to resolution.
• Ensure all incidents, issues, and changes are accurately recorded.
• Manage incidents, problems, and changes using the CRM/service desk tool.
• Provide remote support to internal IT teams, including onsite personnel.
• Proactively manage assigned client sites, identifying opportunities for improvement and innovation.
• Undertake additional tasks as assigned by management.
• Support IT-related projects, including after-hours work (occasional nights and weekends).
• Submit weekly reports to management detailing assigned issues and progress.
• Complete monthly timesheets and travel claims accurately and diligently.
• Request hardware/software quotes with complete and accurate specifications.
• Manage small to medium-sized projects under the guidance of the Team Leader.
• Support and mentor mid-level and junior Service Desk Engineers in their daily responsibilities and projects.
• Assist junior and mid-level engineers as needed or upon request.
• Create and maintain client documentation in the internal Wiki, and delegate updates to the Service Desk team where appropriate.
• Escalate issues beyond scope or responsibility to the appropriate team or manager.
• Provide onsite coverage in emergencies when no other resource is available.
• Assist in reviewing and improving Standard Operating Procedures (SOPs) for service desk operations and client environments.
• Perform daily server checks and routine maintenance tasks as required.

Qualifications

Required Certifications & Experience

• CompTIA A+ or equivalent knowledge/experience.
• CompTIA Network+ or equivalent knowledge/experience.
• MCSA – Office 365.
• MCSA – Server Administration.
• Microsoft 365 Certified: Enterprise Administrator Expert.
• Sophos Firewall Engineer certification.
• 4–5 years of IT engineering experience.
• ITIL Foundation certification.

Key Performance Areas

• Achieve a 90% first-time resolution rate on support requests.
• Maintain a high rate of ticket resolution.
• Ensure high levels of engineer and customer satisfaction.
• Close tickets within relevant SLA timeframes.
• Effectively manage projects and assist junior/mid-level staff.
• Follow instructions from the assigned Team Leader and other senior staff.

Communication & Soft Skills

• Strong team player with a collaborative mindset.
• Patience and professionalism in handling escalations.
• Excellent written and verbal communication skills.
• Ability to engage professionally with engineers, clients, customers, and suppliers.
• Capable of explaining technical concepts to junior engineers and non-technical users.
• Skilled in report and documentation writing.
• Self-motivated, committed, and able to work independently without constant supervision.
• Proven experience working in high-pressure corporate environments.
• Solid understanding of ITIL principles.

Working Conditions

• Overtime may be required upon request from clients or management, or when daily duties are incomplete.
• Travel to client sites or suppliers may be necessary when remote support is insufficient.

Physical Requirements

• Reliable and well-maintained motor vehicle.
• Valid driver’s licence.
• South African ID or international passport with a valid work permit.
• Proficiency in English.
• Physically capable of performing technical tasks, including:
  • Transporting equipment (e.g., desktops, monitors, networking gear).
  • Working in confined or elevated spaces when necessary.

Reports to: Service Desk Team Leader.