{"id":1766810,"url":"https://alion.io/job/ioco-service-desk-engineer","title":"Service Desk Engineer","company":{"id":57386,"name":"iOCO","domain":"ioco.tech","url":"https://alion.io/company/ioco","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Simplify","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":32000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Linux","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false},{"name":"Unix","optional":false}],"status":"closed","first_seen_at":"2026-08-26T00:00:00Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-09T16:06:23Z","board_verified":false,"closed_at":"2026-10-09T16:06:23Z","days_open":44,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":44},"description":"We are seeking a motivated and customer-focused Service Desk Engineer to join our team. The role provides an opportunity to support customers, manage incidents, monitor systems, and resolve technical issues in a fast-paced environment. The ideal candidate will demonstrate excellent communication, problem-solving, and multitasking skills. The successful candidate will be responsible for accurate incident logging, escalation, follow-ups, and coordination with resolver groups and service providers. Knowledge of ITIL, Linux/Unix, SQL, Remedy/HP Service Desk, and event or NOC monitoring will be advantageous.\nWhat you'll do:\n\nExcellent customer interaction.\nPositive attitude required with excellent telephone etiquette\nTeam player with good work ethic and attendance record\nSelf-driven - Get the job done\nStrong event management abilities with customer focused\nRequires performing daily application availability checks and event monitoring tasks\nStrong sense of responsibility in taking ownership of problems and seeing them through till completion.\nExcellent customer satisfaction, interaction and engagement\nProvide proactive system monitoring\nTo ensure that we communicate accurately and timeously with the relevant clients regarding Incidents logged\nMeeting of the relevant Service Level Agreements in the Call Logging System by the Service Desk\nEnsure that calls are assigned to the next resolver groups within the specified timeframes\nWorking well with another colleague/team player/ willing to assist\nEnsure that all correspondence is adhered to, executed, or noted in the correct manner\nFollowing instructions including customer Working Instructions (WI) or management instructions\nEngage with service providers for follow-ups and feedback on technical queries to ensure efficient and quick turnaround times on tickets logged.\nGo-getter\nYour Expertise:\nTelephony soft skills qualifications\nEnglish - Can converse and has the necessary email skills to be able to deal with relevant stakeholder\nMulti-tasking skills\n Qualifications:\nQualification Essential CompetencyNational Senior Certificate/ Senior Certificate/ Grade 12\nA+ and N+\nEnglish - Can converse and has the necessary email skills to be able to deal with relevant stakeholders\nPass typical recruitment checks (criminal, qualification, ID verification checks, etc.)\n\nQualifications preferred/ knowledgeITIL v3 certification\nLinuxUnix qualifications and/or experience\nSQL qualifications and/or experience\nApplication knowledge. (Morpheus 2, M2 Dealer, Service Base, Qnomy, Vodaview, Mediation Zone, FMS, SFG, etc.)\nRemedy and/or HP Service desk experience\nEvent management, NOC/ NMC, HP BSM dashboard monitoring experience.\n\nOther information applicable to the opportunity:\nPermanent position\nLocation: Cape Town\nPhysical Demands: Sitting, walking, bending, and lifting\nTravel: Must have a vehicle and a valid driver’s license to travel to work and back or a reliable transport system to be on time for work\n Why work for us?If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.\nYou've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.\nAt our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.\niOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.","description_format":"text","description_chars":4197,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-03T14:14:15Z"},{"event":"close","at":"2026-10-09T16:06:23Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/ioco-service-desk-engineer","json_url":"https://alion.io/job/ioco-service-desk-engineer.json","meta":{"generated_at":"2026-10-10T00:51:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1350,"day_limit":5000,"remaining_today":3650,"minute_limit":60,"resets_at":"2026-10-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":57386},"rest":"https://alion.io/mcp/rest/get_company?id=57386"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fioco-service-desk-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fioco-service-desk-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fioco-service-desk-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ioco-service-desk-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fioco-service-desk-engineer"}]}