Desktop Support Engineer

Overall Purpose of the Role

The Desktop Support Engineer is responsible for delivering first- and second-line IT support across the GoTyme Bank and Sanlam JVCo environment, ensuring a reliable, secure, and seamless technology experience for all employees. This role is accountable for installing, configuring, maintaining, and troubleshooting end-user devices, operating systems, software applications, and peripheral equipment while minimising disruption to business operations. The successful candidate will provide exceptional customer service, proactively resolve technical issues, and ensure compliance with GoTyme Bank and Sanlam technology standards, security policies, and operational requirements. As a digital-first organisation, AI proficiency and the ability to leverage AI-powered tools to enhance productivity, troubleshooting, and service delivery will be a distinct advantage.

Requirements

Experience and Skills Required

Qualifications

• Grade 12 (NQF Level 4)
• Diploma or Degree in Information Technology, Computer Science, or equivalent experience

Experience

• 3+ years of experience in desktop or IT support in a corporate environment
• Experience supporting both Windows and macOS platforms
• Exposure to financial services or other regulated industries (preferred)

Technical Skills

• Proficient in Windows/macOS environments
• Knowledge of Active Directory, Office 365, remote desktop tools, and help desk software
• Understanding of network concepts (TCP/IP, DHCP, DNS)
• Familiarity with VoIP systems, endpoint security, and compliance practices
• Scripting knowledge (PowerShell or similar) is a plus

Soft Skills

• Excellent troubleshooting and analytical abilities
• Strong communication skills (written and verbal)
• Ability to work independently and within a team
• Customer service orientation with a patient, professional demeanor

Preferred Certifications

• CompTIA A+ or N+
• Microsoft Certified: Modern Desktop Administrator Associate
• Other relevant IT certifications

Responsibilities

1.Technical Support

• Diagnose and resolve hardware, software, and network issues.
• Provide support for desktops, laptops, printers, and mobile devices.
• Install and configure desktop operating systems (Windows/macOS) and business applications.
• Assist with troubleshooting financial and office software platforms.
• Perform second-level support via phone, email, remote tools, and in person.

2. Installation & Configuration

• Set up and deploy desktops, laptops, peripherals, and software for new users.
• Create user accounts and manage profile setups.
• Apply system updates, security patches, and antivirus tools regularly.

3. Maintenance & Upgrades

• Conduct routine system maintenance to ensure optimal performance.
• Support hardware/software upgrades and deployments.
• Document system changes and configurations accurately.

4. User Training & Support

• Provide end-user guidance on hardware and software usage.
• Develop and update documentation and FAQs for user self-service.

5. Customer Service & Communication

• Respond to service requests and incidents promptly and professionally.
• Communicate clearly with technical and non-technical users.
• Escalate unresolved issues to the appropriate teams or vendors.

6. Compliance & Security

• Follow IT security protocols in line with industry standards (e.g., POPIA, PCI DSS).
• Assist in patch management and endpoint protection initiatives.
• Support audit readiness by maintaining up-to-date system documentation.

Benefits

Group Life 1.73% of basic salary + R23 for funeral cover:

• 3 x your annual Risk Salary
• Global Education protector
• Disability
• Contribution protector up to 12 months
• Server Illness Benefit

Momentum Health (For Employees Earning R19,000 or less)

• This is medical insurance not medical aid.
• Main member contribution – R488

Medical aid options Discovery or Keyhealth

• Company contribution of R1600 per month for new employee earning above R19 000.00

Allan Gray – Retirement Annuity

• Employees can join and have their contribution deducted through payroll and paid over to get the tax benefit on it monthly.