IT Operations Engineer

Job Description

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Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.

Infinity Services Partner Company is looking for an IT Operations Engineer to provide frontline desktop support to call centre agents, supervisors, and operational staff to ensure maximum uptime, optimal device performance, and uninterrupted customer service delivery. The role focuses on incident resolution, accurate logging and documentation, timely escalation to second- and third-line support, and complete lifecycle management of computer equipment and peripherals within a regulated telecommunications environment.

Key accountabilities and decision ownership :

1) Incident & Request Management

First‑time fix for desktop, OS, peripheral, and call centre tooling issues (e.g., softphone, headset, login failures, profile corruptions).

Log all issues in the ITSM tool with high‑quality categorisation, impact/urgency, and clear troubleshooting notes.

Escalate appropriately to second line (EUC, UC/Telephony, Network) and third line (Infrastructure, Security, Vendor) with full diagnostic context.

2) Troubleshooting & Root Cause Documentation

Perform structured diagnostics (hardware, OS, network connectivity, profile, application, telephony).

Document root cause, workaround, and permanent fix recommendations

Run post‑incident checks to confirm service restoration and prevent recurrences (e.g., headset firmware updates).

3) Device, Peripheral & Asset Lifecycle Management

Provision, configure, and maintain desktops/laptops/thin clients, VDI profiles,

headsets, webcams, printers, and smart card readers.

Ensure accurate asset tagging, CMDB updates, and chain-of-custody (issue, transfer, return, disposal).

Coordinate stock levels, RMA/warranty handling, and vendor engagements for peripherals.

4) Patch, Compliance & Security Hygiene

Enforce OS/application patching, AV/EDR posture, device encryption, screen‑lock policies, and USB governance.

Remediate non‑compliant endpoints and report to Security/Compliance teams.

Support audit readiness (e.g., POPIA/PII handling, SOX/ITGC, ISO 27001 control evidence).

5) Knowledge, Continuous Improvement & Reporting

Produce and maintain “How‑to” guides for agents/supervisors.

Provide weekly/monthly service reports (incident trends, MTTR, first‑call resolution, top problems).

Identify automation and process improvements (scripted fixes, self‑service catalogues, zero‑touch provisioning).

Experience:

• 3–5 years of desktop support in a high‑volume call centre or telecoms.
• Hands‑on with Windows 10/11, Intune/MDM, Group Policy, Active Directory (accounts, profiles, permissions), and ITSM tools (ServiceNow/Remedy/JIRA SM).
• Exposure to VoIP/Softphone (SIP, QoS), headset ecosystems (Jabra/Plantronics), and call centre WFM/QA tools. proven record of managing assets, and peripheral lifecycle

Technical Skills

• OS & Endpoint: Windows 10/11, driver management, user profiles, credential caches, offline files, BitLocker.
• Directory & Auth: AD, Azure AD, SSO, MFA, Group Policy, conditional access.
• Networking Basics: TCP/IP, DNS/DHCP, proxy, VPN, Wi‑Fi troubleshooting, QoS awareness.
• UC/Telephony: Softphone setup, SIP registration, audio device mappings, QoS symptoms.
• ITSM: Incident, Request, Problem, Knowledge, CMDB; SLA/OLA adherence.
• Security & Compliance: EDR/AV, patch compliance, data protection practices (POPIA).
• Scripting/Automation: PowerShell for packaging, remediation, and inventory (preferred).

Closing date for Applications: 31 December 2025.

The base location for this role is Techno Centre, Cape Town, Infinity Services Partner Division

The company approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Infinity Services Partner is committed to an organizational culture that recognises, appreciates and values diversity & inclusion.