Senior Service Desk Support Engineer

Location: Cape Town | Work Type: Office Based (Shift Work / Rotational Standby) | Job ID: J107061 About our client: Our client is a global investment advisory firm focusing on long-term value creation through investment strategies. They work with a diverse group of institutional partners and pride themselves on their collaborative, sustainable, inclusive culture and performance. You are welcome to go into the office daily or to take advantage of their hybrid in-office / remote benefit. This company places significant investment in employee wellness, their benefits which are on top of generous basic salaries, are industry leading in their generosity. Our client is large, offering fantastic career development opportunities but also very dynamic, they track as many metrics as possible in order to continuously improve - they spare no expense on the tools to do so. Automation, AI and R&D are pillars of their business framework which ensures you should never be at risk of falling behind or getting stuck working with old legacy software. Culturally they are very cosmopolitan and diverse, you will be working with the best globally. What you will be doing: Provide 1st, 2nd, and 3rd line support for end-users, applications, desktops, and infrastructure, focusing locally while offering remote support globally. Own ITSM roles aligned with ITIL, ensure predictable service delivery, drive evidence-based accountability, and administer / optimise collaboration tools and business automation processes. Oversee the entire lifecycle, provisioning, security, performance monitoring, and standardisation of end-user devices, including MDM and global Audio Visual / Conferencing estates. Proactively identify and implement innovative technologies to enhance business operations and the user experience, working on new product implementation and ad hoc projects. Work closely with Infrastructure and Security teams to resolve and mitigate security issues and vulnerabilities across the environment. Actively mentor and train Service Desk team members (including material creation and performance review) and develop/deliver training programs to improve end-user digital skills. What our client is looking for: A relevant tertiary degree would be beneficial (IT, Computer Science, etc.) Minimum of ITIL Foundations V3 (V4 preferred) 8 - 10+ years in a Senior Engineer role with 3+ years' experience in Problem Management, CSI, and Change Management. 5+ years in a global service desk, with 5+ years in a Senior Engineer / Team Leader / Supervisory role providing operational oversight, mentorship, and technical guidance. 5+ years supporting applications, mandatory experience with Microsoft 365 and Azure, and proficiency with Mobile Device Management (MDM) and cloud technologies. 3 years of experience operating within the Financial Services Industry. Experience supporting a multinational workforce across all time zones and a willingness to work shifts, overtime, and on-call. Excellent written / verbal skills, effective relationship building, and the ability to manage senior company stakeholders and represent the Service Desk. Comfortable providing technical / process guidance and training to junior team members, with a collaborative and inclusive approach. Highly self-motivated, strong analytical skills, attention to detail, and the ability to quickly adapt to and learn modern technologies. Requirements Snr Service Desk Engineer, Cape Town, Office/Shift Work, ITIL V4, 1st/2nd/3rd line support, ITSM, Problem/Change Management, CSI, Microsoft 365, Azure, MDM, Cloud, Financial Services, Global Support