24/7 Service Desk Engineer

24x7 Service Desk Engineer

Hours - Shift Rotation of 4 on, 4 off – 12-hour shifts with an even split of days and nights. Includes weekends and public holidays.

Location: Cape Town - Hybrid

ABOUT TRUSTMARQUE ULTIMA

Trustmarque Ultima is the result of the merger between Trustmarque and Ultima, bringing together two leading technology businesses with a shared commitment to customer success, innovation, and excellence. Our combined organisation offers enhanced capabilities, broader career opportunities, and an exciting environment where talented people can thrive and help shape the future of technology services in the UK

KEY ACCOUNTABILITIES / ROLE PURPOSE

The role of the Technical Engineer (24x7) is to provide Infrastructure Managed Services and End-User IT Support to our customers and their IT teams as well as assisting our dedicated end-user support teams with escalations.

MAIN DUTIES AND RESPONSIBILITES

• Prioritise and respond to incoming contacts via ITSM Tool, Chat and telephony platform ensuring ITIL best practice ticket management is adhered to.
• Log, update and manage tickets accurately in the ITSM tool.
• This includes the troubleshooting of Infrastructure alerts, deploying approved changes and remediating patch failures.
• This includes the triage of Workspace tickets and resolving/escalating with the correct level of information to provide value in the incident chain.
• Provide initial diagnosis and resolution for common issues.
• Deliver a professional, friendly and customer focused service.
• Create or improve knowledge within the team via documentation and training
• Providing technical assistance to our range of Customers and their IT teams in line with the agreed SLAs.
• Perform a series of routine proactive checks to ensure the prevention of incidents and service interruption.
• Escalate issues to relevant Partners, Internal Teams and Customer Escalation contacts in line with the P1 Incident Management process.
• Continuously contributing to the Ultima Knowledge base with new/repeatable fixes and suggested edits to existing content.
• Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses
• Contribute to the continuous service improvement plan for the team processes and procedures.

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

To be knowledgeable and have some practical experience working across one or more of the technologies below:

• Microsoft Client/Server OS
• Microsoft Azure
• Microsoft M365 Administration
• End Point Device Management
• Application delivery technologies (Citrix, RDS, AVD,) o Virtualisation technologies (HyperV, VMWare)
• Previous experience in a Service Desk/Support role as part of a team.
• Preferred experience using a Ticket Management Software, creating/updating & logging tickets following an ITIL methodology
• Proven ability to build effective relationships with colleagues and customers, and within a team
• Ability to work under pressure and to agreed deadlines, prioritising workload accordingly.
• Must be conscientious with attention to detail.

DESIRED KNOWLEDGE, SKILLS & EXPERIENCE

In addition to the essential skills, it would be beneficial if someone had the ability to demonstrate knowledge in any of the below would add value to your application however it is not critical for the role.

Training and development in these technologies/solutions will be provided.

• ITIL Foundation v3/v4 certification
• Certification in any of the above technologies.
• Patch management experience.
• Security Experience
• Alert Management
• SOC services
• EDR/MDR
• M365 Security
• Linux Administration (RHEL, SUSE)
• Microsoft Active Directory, Exchange, DNS, DHCP (on prem and cloud based)
• Experience working with the following Solutions:
• Experience working with the following Automation technologies:
• Powershell
• Logic Apps
• Power Automate
• Experience supporting multiple Customers in a managed service environment.
• Excellent levels of both written and verbal communication skills
• Commercial mindset with ability to work independently.

KEY COMPETENCIES REQUIRE FOR ROLE

• Adaptable – able to change tact or approach to ever changing circumstances with a proven ability to prioritise and plan
• Collaborative – you don’t operate in silos; you break them down and make connections. Empire-building is not your thing.
• A Listener – you listen to your customers and to the Ultima people working with those customers – you’re always on the lookout for opportunities to enhance the experience of our customers or for ways to help them.
• Creative – you’ll be flexible in your thinking – sometimes following the right process is the answer, and sometimes there just isn’t a process for the scenario.
• Empathetic – you can see the Customer’s perspective and Ultima’s perspective and find the middle ground.
• Challenging – sometimes the customer is right, and sometimes they are not – and you can spot the difference.
• Passionate – about delivering quality and success for your Customers. Skills, able to build relationships and work effectively with others at all levels across the business

Why join Trustmarque Ultima?

Joining Trustmarque Ultima means becoming part of a business where people genuinely make the difference. We're passionate about developing our people, celebrating success and creating an environment where everyone can thrive.

Our values underpin everything we do:

🤝 Team – We collaborate, support one another and achieve more together.

⭐ Excellence – We strive to deliver exceptional outcomes for our customers and each other.

🚀 Empowerment – We trust our people, encourage innovation and provide opportunities to grow.

Alongside a competitive salary and benefits package, you'll have the opportunity to work with some of the UK's most talented technology professionals while building a rewarding career in one of the country's leading technology solutions providers.

Ready to join us?

If you're passionate about delivering exceptional customer experiences and want to be part of an ambitious, people-focused technology business, we'd love to hear from you.

Apply today and help shape the future with Trustmarque Ultima.