Service Desk Engineer
Location: Umhlanga, Durban, South Africa
Job Type: Full-Time – Office Based (No Remote Working)
Working Hours: UK Business Hours (09:00 – 17:30 UK Time)
About the Role
We are looking for a Service Desk Engineer to join our IT support team at our Shoreability office in Umhlanga.
This is a fast-paced service desk role supporting UK-based customers, where you will act as the first point of contact for IT support, logging and resolving incidents, supporting users, and ensuring issues are resolved within agreed service levels.
The ideal candidate will have strong technical troubleshooting skills, excellent customer service, and the ability to communicate clearly with UK-based users.
Key Responsibilities
- Provide 1st and 2nd line IT support to users.
- Log, manage and resolve IT tickets within SLA targets.
- Provide desktop support for laptops, PCs, printers and mobile devices.
- Support Microsoft 365 environments and user accounts.
- Administer Active Directory accounts and permissions.
- Troubleshoot hardware, software and basic network issues.
- Set up and configure new starters and leavers.
- Install authorised software on laptops and desktops.
- Maintain accurate ticket notes and IT documentation.
- Escalate complex issues to senior engineers when required.
- Liaise with third-party suppliers and vendors.
Essential Skills & Experience
- Experience working in a busy IT Service Desk environment.
- Experience handling high ticket volumes (300+ tickets per week).
- Strong knowledge of:
- Microsoft Windows desktop support
- Active Directory
- Microsoft 365 administration
- Antivirus / endpoint protection
- Mobile device management (MDM)
- Basic network troubleshooting skills.
- Experience using IT helpdesk or ticketing systems.
- Strong problem-solving and organisational skills.
Communication Skills (Very Important)
This role involves supporting UK-based customers, therefore candidates must have:
- Excellent spoken and written English
- A professional telephone manner
- Ability to explain technical issues clearly to non-technical users
- Strong customer service skills
Desirable Skills
- ITIL certification
- Experience supporting healthcare or dental systems
- Knowledge of VoIP / SIP telephony
- Experience with Microsoft Intune, ScreenConnect or remote support tools
- Basic PowerShell knowledge
- Experience supporting iOS and Android devices
Why Join Us?
- Work with UK-based customers and modern Microsoft cloud technologies
- Stable full-time office-based role
- Opportunity to grow within an international IT services organisation
- Supportive team environment
Job Type: Full-time
Pay: From R15 000,00 per month
Ability to commute/relocate:
- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- M365 Admin: 2 years (Required)
- 2nd 3rd Line Support: 3 years (Required)
Location:
- Durban, KwaZulu-Natal (Required)
Work Location: In person
