First Line ServiceDesk Engineer 24/7

Cape Town - South Africa

Role Overview

Ekco is seeking a motivated and customer‑focused 1st Line Service Desk Engineer to join our 24/7 Managed Services operation. As part of a global service delivery function, you will be responsible for delivering high‑quality technical support to customers around the clock.

Responsibilities

• Receive and respond to incoming customer calls, emails, tickets, and alerts through ConnectWise.
• Act as the first point of contact for incidents and service requests, performing initial triage, categorisation, priority setting, and impact analysis.
• Work independently during shifts, including periods when you may be the only engineer on duty, ensuring all tickets, alerts, escalations, documentation, and issue handling are completed accurately and proactively.
• Investigate and resolve L1 technical issues using remote support tools, including iss...