First Line ServiceDesk Engineer

First Line Service Desk Engineer 24/7

Location:

Cape Town, South Africa

Ekco is seeking a motivated and customer‑focused 1st Line Service Desk Engineer to join our 24/7 Managed Services operation. As part of a global service delivery function, you will be responsible for delivering high‑quality technical support to customers around the clock.

You will handle incoming incidents, requests, alerts, and routine maintenance tasks, ensuring issues are triaged, resolved, or escalated appropriately. This role requires strong communication skills, ability to work independently during night shifts, and a proactive approach to system monitoring, security, and service quality.

This shift‑based role (4 days on / 4 days off) includes days, nights, weekends, and public holidays.

• Receive and respond to incoming customer calls, emails, tickets, and alerts through Connect Wise.
• Act as the first point of contact for incidents and service requests, performing initial triage, categorisation, priority setting, and impact analysis.
• Work independently during shifts, including periods when you may be the only engineer on duty, ensuring all tickets, alerts, escalations, documentation, and issue handling are completed accurately and proactively.
• Investigate and resolve L1 technical issues using remote support tools, including issues related to Microsoft 365, end‑user devices, authentication, VPN, and basic networking.
• Monitor system alerts, RMM dashboards, and security tooling, responding quickly and escalating when required.
• Perform routine maintenance tasks, including scheduled patching, applying approved updates, executing reboot cycles, validating success, and documenting or escalating patching failures.
• Carry out Cyber Ark L1 tasks, including password rotation checks, account unlocks/enables, credential validation, and first‑line troubleshooting of PAM access issues.
• Escalate Cyber Ark and platform‑related issues to L2/L3 PAM teams when outside L1 scope.
• Communicate clearly and professionally with customers, ensuring timely updates and a strong customer experience.
• Manage personal and team ticket queues, ensuring all tickets are updated, progressed, and resolved within SLA.
• Liaise with 2nd Line, 3rd Line, Cloud, Networking, and Security teams to support escalations and collaborative resolution.
• Document troubleshooting steps, fixes, and known issues, and contribute to knowledge base articles and process improvements.
• Identify recurring issues or improvement opportunities and raise them appropriately.

• 2+ years of experience in a 1st Line / Service Desk / Support role, ideally within an MSP or 24/7 environment.
• Strong troubleshooting skills across:
  Microsoft 365 administration and licensing, Microsoft AVD & Remote Desktop, Microsoft Active Directory & Entra , Microsoft Exchange & Exchange Online, Microsoft Intune & Group Policy, Microsoft SharePoint and One Drive, Microsoft Teams, end‑user devices and desktops, on‑premise networking fundamentals, VMware (basic exposure), experience with Connect Wise or another ITSM platform.
• Good communication skills (written and verbal).
• Strong customer focus and ability to manage multiple tickets effectively.
• Comfortable working independently and during night shifts.

• Experience with or exposure to Cyber Ark or other PAM technologies.
• Familiarity with remote monitoring & management (RMM) platforms.
• CompTIA A+, Network+, Microsoft Fundamentals (MS-900, AZ-900, MD-102), or similar certifications.
• Experience working within an ITIL‑aligned service environment.

• Reliable, accountable, and consistent in a shift‑based model.
• Calm under pressure, especially during high‑severity incidents or overnight hours.
• Strong attention to detail and thorough documentation habits.
• Curious, eager to learn, and motivated to develop new technical skills.
• Excellent time management and organisational ability.

• Time Off: 25 days annual leave + public holidays.
• Birthday Leave:
  One extra day off to celebrate.
• Company Pension Scheme.
• Employee Assistance Programme (EAP) for wellbeing support.
• Ekc Olympics:
  Global team activity challenges.
• Unlimited access to Pluralsight for continuous development.
• Real opportunities to grow, including international progression.

• Microsoft’s 2023 Rising Star Security Partner of the Year.
• First Irish Microsoft MSP to achieve all four Microsoft Security Specializations.
• Ranked 4th fastest‑growing technology company in the Deloitte Fast
  50 Awards.
• A culture rooted in diversity, equality, inclusion & belonging.
• A commitment to internal mobility and career progression.
• Flexible, family‑friendly working at the heart of our culture.
• Proud to be your trusted security‑first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.