An established IT solutions provider is seeking an experienced and customer-focused Desktop Support Engineer (Customer Services) to join their technical operations team.
The successful candidate will be responsible for ensuring the smooth running of customer environments, maintaining system availability at the highest level, and resolving incidents efficiently within SLA timelines This role requires a proactive individual with strong troubleshooting abilities, excellent communication skills, and a passion for delivering exceptional customer service.
Take ownership of customer requests and proactively manage technical issues.
Ensure all service requests meet or exceed contractual Service Level Agreements (SLAs)
Provide onsite and remote desktop support for customer environments.
Perform diagnostic testing, troubleshooting, and incident management.
Deliver advanced desktop diagnostics and implement routine change requests.
Liaise with internal teams, vendors, and suppliers where required.
Create and review knowledge base articles to support first-call resolution (FCR).
Assist with implementation of customer and internal support projects.
Update customers regularly on progress and ensure high service satisfaction.
Adhere to ISO 27001 and 20000 compliance standards.
Change Implementation Quality.
Customer Satisfaction and Relationship Management.
Technical Certification and Skills Development.
Ticket Management and SLA Adherence.
Service Transition and Project Execution Quality.
Experience:
Minimum 3 years experience in a customer service environment performing desktop support.
At least 1 year supporting network infrastructure (routers, switches, firewalls).
Advanced working knowledge of Windows 711, Office 365, and MS Office applications
Experience with video conferencing and printer administration
Knowledge of general IT equipment (desktops, servers, routers, switches).
VIP desktop support experience is advantageous.
Qualifications:
A+ / N+ certification (required).
Microsoft 365 Certified: Modern Desktop Administrator Associate.
MCSA Windows 10 / Office 365.
Relevant tertiary qualification or equivalent work experience.
Additional Requirements:
Valid drivers license
Excellent command of English (verbal and written).
Strong analytical and problem-solving ability.
High attention to detail, punctuality, and adaptability.
Demonstrated commitment to customer satisfaction and teamwork.
Self-motivated with a professional, proactive, and service-oriented approach.
Boardroom Appointments is a global specialist in Recruitment, Contract Staffing, Project Staffing, Temporary Employment Solutions, Training, HR Consultancy and Expatriate Mobility that operates extensively in Africa, EMEA, America, and Europe.
We have been industry leaders since 1989. Our dynamic team of recruitment and labour professionals has serviced hundreds of clients and placed thousands of candidates in various industries across the globe. We have gained invaluable insight and experience into global market trends and human resource workings.
We have specialized divisions that enhance our ability to service all clients in the following industries:
- FMGC
- Finance, Banking and Insurance
- Manufacturing and Processing
- Oil and Gas, Mining, Engineering and Construction
- Medical, Pharmaceutical and Health Care
- Logistics and Supply Chain
- Information Technology, Media and Telecommunications
- Waste Management and Sanitation Services
- Renewable and Alternative Energy
- Retail and Commercial Property
- Agriculture and Production
- Government and Public Services
- Call Centre and Customer Support Services
Today, Boardroom Appointments has a global candidate database and network, servicing clients around the world with all their Human Capital needs.
This experience allows clients to rely on us FULLY for all their talent needs, both permanent and temporary, while they focus on their core business.
We custom design solutions to perfectly fit our client's recruitment needs and form long-lasting relationships based on quality service and flawlessly fulfilled deliverables.
Our team is comprised of passionate and driven individuals who strive to maintain the best and most professional service to our clients.
We are focused, passionate, and we love what we do.
