IT Desktop Support Specialist

UnifyCX is growing and we are looking for a IT Desktop Support Specialist to join our motivated and ambitious team in South Africa. Come be one of the pioneers at our newest location!

Location: Durban, South Africa

Shift: Night Shift

Reporting to: Senior Director of IT

What Will You Do?

The Sr IT Desktop Support Specialist acts as the primary on-site technical anchor for the call center. This role focuses on ensuring that local systems—from Windows 11 desktops to the WiFi network and overall network connectivity—are fully operational. While deep-level network configuration is handled by a dedicated team, this individual must be the "eyes and ears" on the ground, capable of monitoring local infrastructure, identifying failures in MPLS/ILL links or firewalls, and coordinating with expert teams to resolve issues rapidly.

Key Responsibilities

• Monitoring & Incident Coordination:
• Actively monitor the health of the local network, including Cisco 9300L switches, Meraki MS130 devices, and Palo Alto firewalls.
• Identify outages in network links or other connectivity incidents immediately.
• Raise tickets and escalate connectivity issues to the dedicated Network Team, providing them with local logs or physical status updates to accelerate troubleshooting.
• On-Site Support:
• Provide support for user password resets, account lockouts, and policy & group membership, along with supporting onboarding and offboarding processes.
• Ensure all workstations (primarily Windows 11 PCs and laptops) are correctly joined to the domain and receiving necessary application and security updates.
• Support network connectivity on the local WiFi and/or hardwired network to ensure seamless connectivity only for authorized devices.
• Support agent access to internal and client tools, and provide local support for internal and client applications, along with coordinating with our global IT support and client IT teams as needed.
• Monitor voice connectivity; troubleshoot local hardware issues (headsets/cabling) and escalate platform-wide latency or registration issues to the client's voice team.
• Maintain a rigorous IT Asset Register, ensuring all hardware (desktops, laptops, monitors, headsets) is tracked from delivery through the entire device lifecycle until secure decommissioning.
• Monitor local power systems and coordinate with facilities teams for power issues impacting our computing environments.
• Provide other technical support for local teams as required.

Who are you?

Required Skillset

• Technical Knowledge (Operational Level):
• Systems: Proficient in Windows 11, M365 and Active Directory user management.
• Networking Basics: Ability to identify hardware status via LED indicators on network hardware and use basic commands (Ping, Traceroute) to diagnose reachability.
• Security: Understanding of how firewalls, IPsec VPNs and other connectivity models affect application access to provide clear "symptom reports" and support incident investigations with the security team.
• VDI & Voice: Experience in basic troubleshooting of virtual desktop clients, soft phones and other voice delivery (e.g. WebRTC).
• Soft Skills & Professionalism:
• Coordination: Excellent communication skills to bridge the gap between local end-users and remote technical experts.
• Flexibility: Must be comfortable adapting to the fluctuating hours of a global call center as needed.
• Ownership: A "get-it-done" attitude toward end-user support and asset tracking.

Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Information Systems, Computer Science, or similar discipline, or equivalent work experience.
• 5–7 years of hands-on IT support experience, ideally in a BPO or high-volume call center environment.
• Demonstrated familiarity with ITIL and ITSM processes (Incident, Request and Asset Management).

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.