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Service Desk Engineer
At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience
We are currently looking for a passionate and enthusiastic Service Desk Engineer to join our team in Cape Town.
Our Service Desk Engineers are the first point of contact for our clients, colleagues, and partners. We supply valued support to organisations around the globe using a wide range of technologies from traditional phone systems to AI powered chat bots. Our mission is to provide excellent customer service combined with our industry and product expertise to resolve issues for our clients as quickly as possible and sometimes even before they have noticed an issue at all.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience
We are currently looking for a passionate and enthusiastic Service Desk Engineer to join our team in Cape Town.
Our Service Desk Engineers are the first point of contact for our clients, colleagues, and partners. We supply valued support to organisations around the globe using a wide range of technologies from traditional phone systems to AI powered chat bots. Our mission is to provide excellent customer service combined with our industry and product expertise to resolve issues for our clients as quickly as possible and sometimes even before they have noticed an issue at all.
Key Responsibilities
The ideal candidate will have a foundational understanding of monitoring tools, such as Splunk and UiPath dashboards, and will be responsible for performing initial investigations before escalating issues to Tier 2. This role includes investigating UiPath processes, APIs used by chatbots, and performing testing during deployment releases. Knowledge of Splunk, APIs, OpenShift, Insomnia, and Genesys Cloud is essential.
Key Responsibilities:
Key Responsibilities:
- Monitor Splunk and UiPath dashboards to ensure the optimal performance of systems and applications.
- Perform initial investigations and troubleshooting of issues related to UiPath processes and APIs used by chatbots.
- Monitor and troubleshoot Genesys Cloud systems, ensuring optimal performance and quick resolution of any issues.
- Escalate complex technical problems to Tier 2 support for further resolution.
- Assist in testing chatbot and API deployments to ensure functionality and performance.
- Collaborate with Tier 2 support and development teams to diagnose and resolve technical problems efficiently.
- Use monitoring tools such as Splunk and Insomnia to track system performance and identify potential issues.
- Document and maintain troubleshooting procedures, best practices, and system configurations.
- Provide timely and effective technical support to users, ensuring minimal disruption to operations.
- Participate in on-call rotations to provide 24/7 support when necessary.
Skills Knowledge and Expertise
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Some experience in service desk or technical support roles, with a focus on monitoring and initial investigations.
- Basic proficiency in monitoring tools like Splunk and UiPath dashboards.
- Understanding of APIs and their integration with chatbots.
- Familiarity with OpenShift environments, Insomnia, and Genesys Cloud.
- Strong problem-solving skills and the ability to work well under pressure.
- Excellent communication and collaboration skills.
- Willingness to learn and adapt to new technologies and tools.
- Any relevant certifications in monitoring tools or technical support are a plus.
Benefits
This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
Remote/Flexible work
Private health
18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Connectivity Allowance
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
Apply now
Benefits may include:
Remote/Flexible work
Private health
18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Connectivity Allowance
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.