IT Operations Engineer

Join Us

Since its establishment in 2020, Infinity Services Partner Company, a Managed Services Business wholly owned by Vodacom, has delivered expert-level solutions to our clients and their end customers. Our core purpose is to ensure that every subscriber enjoys the best possible experience available in the market through service excellence, innovation, and operational integrity.

We are currently looking for an IT Desktop Engineer to join our team

Role Purpose:
An IT Desktop Engineer to provide frontline desktop support to call centre agents, supervisors, and operational staff, ensuring 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. This is a 12-month contract position.

Key Accountabilities:

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.
• Track, update, and close incidents within SLA; provide proactive communications to users.
• Escalate appropriately to second line (EUC, UC/Telephony, Network) and third line (Infrastructure, Security, Vendor) with full diagnostic context.

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).

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.

Call Centre Enablement

• Support agent onboarding/offboarding (accounts, profiles, distribution lists, UC/ACD skills assignment).
• Validate softphone registration, SIP settings, QoS, and audio device mappings.
• Assist with WFM/QA tool access (NICE/Verint), single sign-on, and authentication flows.
• Monitor and remediate login storms, shift‑change device readiness, and floor‑walking during peak times.

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).

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)

The ideal candidate for this role will have:

Must have qualifications and experience:

• Diploma/Degree in Information Technology or related field. (required)
• CompTIA A+ and N+ (required).
• Microsoft Certified (e.g. MD-102: Endpoint Administrator, or legacy MCSA/MCITP) (advantageous).
• ITIL Foundation v4 (advantageous).
• Cisco/Genesys UC/Contact Centre exposure or certification (advantageous).
• Security certs (e.g. MS Security, CompTIA Security+) (advantageous).
• At least 3–5 years desktop support in 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 managing assets and peripheral lifecycle.

Competencies and Key Performance Indicators

Incident Resolution & Quality

• First‑Contact Resolution (FCR) ≥ 55–65% (desktop‑scope incidents).
• MTTR (Mean Time To Resolve) within SLA (e.g., Priority 1≤ 1 hr, Priority 2 ≤ 4 hrs, Priority 3 ≤ 8 hrs).
• Reopen Rate ≤ 3%.
• Ticket Hygiene Score ≥ 95% (complete categorisation, steps, resolution notes).

Logging, Escalation & Closure

• 100% of issues logged in ITSM with troubleshooting notes before escalation.
• Escalation Quality Index ≥ 95% (impact/urgency set, artefacts attached—logs/screens, diagnostics).
• On‑time Closure ≥ 98% of tickets within SLA/OLA.

Asset & Peripheral Management

• Asset Register Accuracy ≥ 98% (device, owner, location, status).
• Provisioning Lead Time ≤ 1 business day for standard call centre device requests.
• Peripheral DOA/RMA Turnaround ≤ 5 business days average.

Compliance & Security Hygiene

• Patch Compliance ≥ 95% of endpoints current.
• EDR/AV Coverage = 100% endpoints; Non‑compliance Remediation ≤ 48 hrs.

Customer Experience

• CSAT ≥ 4.5/5 on resolved tickets (rolling 3‑month average).
• Agent Productivity/Uptime: ≤ 1% device‑related downtime per shift (trackable via WFM/ITSM data)

Knowledge & Continuous Improvement

• Regular updating of “How-to guides”
• Reduction in Repeat Incidents: ≥ 20% YoY for top five categories through documented fixes/automation.

Who we are

Closing date for Applications: 12 July 2026.

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

The company's 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 organisational culture that recognises, appreciates and values diversity & inclusion.