Senior Service Desk Engineer

Location: On site / Bellville, Cape Town, South Africa
job type: Permanent / Full-time
Sector and subsector: IT | Technical Support
Salary: Negotiable salary

The primary purpose of this role is to drive Oryx Align’s success by effectively executing assigned responsibilities and contributing to corporate objectives. This involves collaborating with team members, stakeholders, and clients to deliver high-quality results, fostering a positive work environment, and continuously seeking opportunities for improvement. This role is expected to uphold the company's values, demonstrate professionalism, and support the achievement of Oryx Align’s goals.

The Senior Service Desk Engineer delivers high-quality second-line technical support to a diverse client base, resolving complex issues across a broad range of technologies. The role manages escalated tickets, guides first-line engineers, collaborates with escalation and project teams, and supports service excellence through clear communication, SLA adherence, accurate documentation and continual improvement.

This is a technical role operating under general guidance, with autonomy to prioritise workload and apply sound judgement within established procedures. The role holder is accountable for the quality and timeliness of their work and is expected to recognise when specialist input is required.

• Deliver timely, effective second-line technical support as part of the Oryx Align Service Desk, diagnosing and resolving complex incidents and service requests across supported client environments.
• Own escalated tickets through to resolution, maintaining accurate records and providing clients with clear, regular updates throughout the ticket lifecycle.
• Guide and support first-line Service Desk Engineers, sharing technical knowledge and helping to improve troubleshooting capability and service quality.
• Work closely with escalation, project and onsite engineering teams, escalating issues promptly and in line with contractual service level agreements.
• Maintain accurate and current client knowledge-based documentation, creating or improving articles where required.
• Prioritise and manage workload to meet contractual SLAs, support service performance and maintain a high standard of customer experience.
• Manage vendor-supported tickets where required, coordinating activity and ensuring clients receive regular progress updates.
• In an emergency, available for support (telephone)

• Advanced Microsoft 365 administration and troubleshooting.
• Microsoft Windows Server administration and support.
• VMware ESXi and/or Hyper-V virtualisation platforms.
• Microsoft Exchange administration, mail flow management and messaging troubleshooting.

Networking technologies including:

• TCP/IP
• DNS
• DHCP
• VLANs
• Firewalls
• Routing and Switching
• WAN technologies
• Entra  (Azure AD) and identity management.
• Backup and recovery technologies, preferably including Veeam.
• Strong understanding of ITIL-based service management principles and support processes.

The Senior 2nd Line Engineer is expected to maintain and continuously develop expertise across Oryx Align's Modern Work, Cloud, Security and Networking technology stacks.

• ITIL 4 Foundation Certification (or working towards).

• Modern Work
• Microsoft 365 Certified:
  Administrator Expert (MS-102)
• Microsoft Certified:
  Identity and Access Administrator Associate (SC-300)
• Microsoft Teams Administrator Associate (MS-700)
• Microsoft Certified:
  Windows Server Hybrid Administrator Associate (AZ-800 / AZ-801)
• VMware Certified Professional (VCP)

• Cisco Certified Network Professional (CCNP)
• Fortinet Certified Professional (FCP)
• Aruba Certified Network Associate…