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Zenzero

Senior Service Desk Engineer

Zenzero

Senior Service Desk Engineer resolving technical challenges and mentoring Service Desk Engineers at Managed Services Provider in South Africa.

Posted 7/27/2026full-timeRemote • 🇿🇦 South AfricaSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing service desk operations, ensuring adherence to SLAs and KPIs, and providing high-quality customer service. Proficient in Microsoft 365, Azure, and ITIL processes, with strong troubleshooting and team leadership capabilities.

Highest-signal resume keywords
Microsoft 365AzureActive DirectoryITIL FoundationCompTIA Security+

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Troubleshooting SkillsService Request FulfilmentChange ManagementIncident ManagementProject Work
Soft Skills
Team LeadershipCoachingCustomer Relationship Management
Tools & Technologies
ConnectWiseServiceNowRemedyAutotask
Certifications & Qualifications
AWS Cloud PractitionerCCNACompTIA Security+ITIL FoundationMS Certified: Azure Fundamentals
Industry Keywords
Managed Services ProviderSLAKPIService DeskSecurity Fundamentals

Tech Stack

Tools & technologies
AWSAzureCloudITSMServiceNow

About the role

Key responsibilities & impact
  • **Tasks:**
  • **The primary tasks of a Senior Service Desk Engineer in addition to those of Service Desk Engineer include:**
  • - Action technically demanding, time sensitive, and VIP tickets.
  • - Ensure that tickets are dealt with according to SLA, whilst considering customer urgency and their wider needs.
  • - Assist with coaching and mentoring the Service Desk Engineers.
  • - Act as an escalation point for the Service Desk Engineers.
  • - Assist the Service Desk Team Leader where required.
  • - Ensure all tickets are accurately logged and have all required detail before accepting escalation.
  • - Ensure adherence to performance targets including SLAs and KPIs.
  • - Take ownership of logged tickets, tracking the progress of all calls / ticket updates and follow-up with the customer to ensure that they are satisfied with the resolution.
  • - Follow processes to ensure that a high quality of service is provided, at all times.
  • - Build good working relationships within the Service Desk team(s), the Service Engineering department, and the wider organisation.
  • **Secondary tasks include:**
  • - Assist in planned and unplanned service disruptions.
  • - Help maintain the accuracy and relevance of support documentation, and guides.
  • - Understand the business and its objectives
  • **Responsibilities:**
  • **- Ensure that information and time entries are accurately recorded in the service management tool both before starting work and before escalating and completing a ticket.**
  • - Maintaining the successful operation of the service desk, according to the agreed KPIs and SLAs.
  • - Monitor, moderate and create process documents and regularly check for adherence to these processes.
  • - Co-ordinate with other teams and third parties to ensure that service outages or other activities are correctly communicated to the business or affected users.
  • - Work with the Service Assurance team to ensure Change Control and Problem Management processes are followed.
  • - Represent the Service Desk at knowledge transfer sessions.
  • - Assist with staff training and business awareness.
  • - Be aware of organisational changes that might impact the Service Desk.
  • - Plan and prioritise work to ensure that deadlines and targets are met.
  • - Identify potential areas for improvement.
  • - Involve and seek feedback from stakeholders.
  • - You may on occasion be required to work on customer sites.

Requirements

What you’ll need
  • **Key Skills:**
  • - Working for a Managed Services Provider (MSP, or MSSP), for at least 3 years, in a technical capacity.
  • - Knowledge and technical understanding of Microsoft 365, Azure, Active Directory, Intune, MS Office, Win11, Mac OS, Malware, Security fundamentals (e.g. anti-virus, Phishing, IP Spoofing)
  • - Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.
  • - Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management. Service Request Fulfilment and Change Management.
  • - Ability to demonstrate excellent troubleshooting skills.
  • - Ability to demonstrate strong team working and team leadership skill
  • - Project work at mid-level
  • **Qualifications:**
  • - AWS Cloud Practitioner
  • - CCNA
  • - CompTIA Security+
  • - ITIL Foundation
  • - MS Certified: Azure Fundamentals or Administrator

Benefits

Comp & perks
  • 🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Zenzero Website LinkedIn All Job Openings 501 - 1000 employees Founded 2004 🤝 B2B 🔒 Cybersecurity 💼 Consulting B2B
  • Cybersecurity
  • Consulting Zenzero is a UK-based technology services and managed service provider that helps organisations with IT support, cloud transformation, cyber security, data & AI, and software development — with a strong focus on Microsoft technologies (Azure, Microsoft 365, Dynamics 365, Power Platform). As a Microsoft Solutions Partner, Zenzero offers managed services (24/7 support, disaster recovery, managed detection & response), consultancy and strategy (technology and data strategy, workforce training), and AI integration (Microsoft Copilot, Power BI, predictive analytics) for regulated and growth-oriented sectors such as financial services, legal, care providers, and deep tech. The company positions itself as a B2B partner delivering secure, scalable digital transformation, compliance support, and cyber resilience. Senior Service Desk Engineer 🔥 0 minutes ago 🇿🇦 South Africa – Remote ⏰ Full Time 🟠 Senior 🔧 Field Service Engineer AWS Azure Cloud ITSM ServiceNow Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
  • **Tasks:**
  • **The primary tasks of a Senior Service Desk Engineer in addition to those of Service Desk Engineer include:**
  • - Action technically demanding, time sensitive, and VIP tickets.
  • - Ensure that tickets are dealt with according to SLA, whilst considering customer urgency and their wider needs.
  • - Assist with coaching and mentoring the Service Desk Engineers.
  • - Act as an escalation point for the Service Desk Engineers.
  • - Assist the Service Desk Team Leader where required.
  • - Ensure all tickets are accurately logged and have all required detail before accepting escalation.
  • - Ensure adherence to performance targets including SLAs and KPIs.
  • - Take ownership of logged tickets, tracking the progress of all calls / ticket updates and follow-up with the customer to ensure that they are satisfied with the resolution.
  • - Follow processes to ensure that a high quality of service is provided, at all times.
  • - Build good working relationships within the Service Desk team(s), the Service Engineering department, and the wider organisation.
  • **Secondary tasks include:**
  • - Assist in planned and unplanned service disruptions.
  • - Help maintain the accuracy and relevance of support documentation, and guides.
  • - Understand the business and its objectives
  • **Responsibilities:**
  • **- Ensure that information and time entries are accurately recorded in the service management tool both before starting work and before escalating and completing a ticket.**
  • - Maintaining the successful operation of the service desk, according to the agreed KPIs and SLAs.
  • - Monitor, moderate and create process documents and regularly check for adherence to these processes.
  • - Co-ordinate with other teams and third parties to ensure that service outages or other activities are correctly communicated to the business or affected users.
  • - Work with the Service Assurance team to ensure Change Control and Problem Management processes are followed.
  • - Represent the Service Desk at knowledge transfer sessions.
  • - Assist with staff training and business awareness.
  • - Be aware of organisational changes that might impact the Service Desk.
  • - Plan and prioritise work to ensure that deadlines and targets are met.
  • - Identify potential areas for improvement.
  • - Involve and seek feedback from stakeholders.
  • - You may on occasion be required to work on customer sites. 🎯 Requirements
  • **Key Skills:**
  • - Working for a Managed Services Provider (MSP, or MSSP), for at least 3 years, in a technical capacity.
  • - Knowledge and technical understanding of Microsoft 365, Azure, Active Directory, Intune, MS Office, Win11, Mac OS, Malware, Security fundamentals (e.g. anti-virus, Phishing, IP Spoofing)
  • - Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.
  • - Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management. Service Request Fulfilment and Change Management.
  • - Ability to demonstrate excellent troubleshooting skills.
  • - Ability to demonstrate strong team working and team leadership skill
  • - Project work at mid-level
  • **Qualifications:**
  • - AWS Cloud Practitioner
  • - CCNA
  • - CompTIA Security+
  • - ITIL Foundation
  • - MS Certified: Azure Fundamentals or Administrator Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Field Service Technician – Bulk Elemental Analysis 🕒 July 16 Thermo Fisher Scientific 10,000+ employees 🏥 Healthcare 📦 Logistics 🏭 Manufacturing Website LinkedIn All Job Openings Field Service Technician providing high-quality technical support for Bulk Elemental Analysis instrumentation. Ensuring maximum uptime and customer satisfaction in heavy industrial environments. 🇿🇦 South Africa – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 🔧 Field Service Engineer Senior Field Service Engineer, Medical 🕒 July 14 Danaher Corporation 10,000+ employees 🏥 Healthcare 💼 Consulting 📦 Logistics Website LinkedIn All Job Openings Field Service Engineer maintaining a variety of medical diagnostic equipment for Beckman Coulter Diagnostics. Responsible for technical support and service in the diagnostic laboratory environment. 🇿🇦 South Africa – Remote ⏰ Full Time 🟠 Senior 🔧 Field Service Engineer View More Field Service Engineer Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs