Company Background
IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics. 
We are a dynamic and fast growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work. 
A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability. 
We are now looking for an experienced Desktop Support Engineer to join our Internal Systems team in Cape Town providing support to our in-house members of staff. This role will be part of our global Internal Systems team and although you will be working closely with the rest of the team, your local team will ultimately be responsible for the deskside support for your local office and it is expected that you will become the go-to person for staff in that office for any technical support.  

The Role
As an IT Lab Internal Desktop Support Engineer, you will be responsible for providing end user desktop support to local and remote staff. You will have a ‘Hands on’ problem solving approach; solving problems within strict SLA timeframes, dealing with end users up to executive level and working on internal systems hosted in the cloud and our datacentres. You will provide a mixture of hardware, software, desktop and network support both in person and over the phone.
Reporting to the Head of Internal Technology the key deliverables of the role can be summarised as follows:

• Provide remote and deskside support on IT Lab internal systems to the end user’s satisfaction.
• Installation, configuration and deployment of desktops, laptops, peripheral equipment and software for new and existing users.
• Hardware and software support for desktops, laptops and peripheral equipment.
• Management of endpoint security tools such as Anti-Virus.
• Maintain asset inventory of all hardware and software.
• Ensure the physical desktop environment, cabling, meeting rooms etc. in the office remains at a high standard.
• Ensure compliance of security policies through user awareness and guidance of security best practices in accordance with our ISO27001 standards.
• Internal systems application support.
• Log all calls using the internal IT Helpdesk System and ensure all issues are resolved in the agreed times scales (as and when required).
• Be an ambassador for the Internal Systems team in the respective location and championing Internal Systems policies and procedures.

 
Location and environment
This role will be based in our beautiful Century City offices in Cape Town, however, as mentioned above you will work amongst a wider team split across our London, Cape Town and Manchester offices. Our culture is non-hierarchical and one which stems from a work hard, but have fun environment. We like to laugh, we like to do things together and among all the challenges of growing a fast-paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form. We’re proud of our employee engagement and have successfully been listed in the Sunday Times “Best Companies to Work for” for six years and with our group companies, 11 of the last 12 years. 
We’re also pleased with our number 80 ranking in the Sunday Times Tech Track 100 which tracks the fastest growing technology companies in the UK.
 
Required skills and capabilities
The ideal candidate will have/be:

• Previous experience of providing IT Support in a commercial environment.
• Experience supporting desktop and laptop hardware and Microsoft Desktop Operating systems.
• Experience supporting Microsoft Office Suite of software.
• Formal IT qualification, ideally MCSE/MCITP or multiple MCPs

Experience in the following technology areas are essential:

• Windows 8/10
• Microsoft Office applications

Experience in the following areas would be desired:

• Office365
• Skype for Business
• Autotask
• Okta
• Egnyte
• Mimecast
• Bitdefender

Generic essential individual attributes:

• Excellent communication and interpersonal skills.
• Time management skills. 
• Can do attitude.
• Security conscious and aware of IT security risks.
• Ability to self-manage your own time, priorities and work load.
• Be approachable and be the go-to person for all staff regardless of their role and abilities.

 
The Package

• Working hours will be 40 to 45 hours a week during standard business hours (Monday – Friday, shifts between 7am – 7pm UK time)
• Offices locating in Century City (Cape Town)
• Salary dependent on experience
• 22 days’ annual leave
• Opportunity to be a part of a large group of experienced Support Engineers, for you to grow and develop your skills and experience
• Continual professional development plans
• Free breakfast daily, lunches paid for on Friday (and a whole array of other benefits!)

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.