IT Operations Engineer

Skip to main contentCareersDashboardProfileEnglishJoin Talent NetworkSign InSingle PositionIf we can connect, we can create a better future. Join us.View All JobsIT Operations EngineerJohannesburg, South Africa This role is no longer accepting applicationsRequisition ID285990Date posted07/06/2026Join 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 teamRole 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 ManagementFirst‑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 DocumentationPerform 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 ManagementProvision, 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 EnablementSupport 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 HygieneEnforce 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 & ReportingProduce 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...