Siphosoxolo Slate
Service Desk Engineer
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About
IT Service Desk and Technical Support Professional with 5 years' experience delivering enterprise and ISP-based technical support across managed services and customer-facing environments. Demonstrated success resolving hardware, software and network incidents through structured troubleshooting, SLA-driven ticket management and proactive system monitoring within Microsoft 365 and Active Directory ecosystems. Skilled in Exchange Online administration, remote desktop support, router configuration, VOIP setup and network connectivity troubleshooting across TCP/IP, DNS and DHCP environments.
Experienced in operating within ITIL-aligned service frameworks using ServiceNow and Microsoft Dynamics 365, ensuring accurate documentation, escalation management and knowledge base optimisation. Cisco and Fortinet cybersecurity certified with strong foundational expertise in routing, switching, wireless essentials and information security compliance, committed to secure infrastructure support and continuous technical advancement.
Experience
Service Desk Agent L1 at NTT Data / Dimension Data (2025-01 – Present)
Service Desk Agent providing enterprise technical support and administration services
- Administer Microsoft Exchange Online and Office 365 user accounts, ensuring mailbox configuration, access control and user lifecycle management are accurately maintained
- Manage Active Directory user provisioning, password resets, group policy updates and permission assignments in line with security protocols
- Provide remote desktop troubleshooting for hardware, software and system-related incidents across enterprise endpoints and corporate environments
- Monitor system alerts and performance dashboards to identify service disruptions and initiate timely remediation actions
- Support mobile device management including SOTI administration, configuration updates and enduser device troubleshooting
- Log, categorise and resolve incidents within ServiceNow, ensuring accurate documentation and adherence to SLA performance targets
- Escalate complex infrastructure or application-related issues to Tier 2 support teams while maintaining clear communication with end users
Technical Support Representative at NTT Data / Dimension Data (2023-07 – 2024-12)
Technical Support Representative providing structured telephonic and remote technical support
- Delivered structured telephonic and remote technical support, guiding users through systematic troubleshooting of hardware, software and network-related incidents
- Installed, configured and maintained desktop systems, servers and peripheral devices to ensure stable and efficient end-user operations
- Managed Active Directory user provisioning, password resets and access control updates in accordance with internal security policies
- Administered Microsoft 365 services including mailbox setup, email configuration and Exchange Online troubleshooting support
- Diagnosed and resolved printer connectivity and driver-related issues within networked enterprise environments
- Monitored incident queues and system alerts, ensuring timely resolution and compliance with defined SLA performance standards
Technical Support Agent at Axxess (ISP) (2022-01 – 2023-06)
Technical Support Agent providing ISP customer support and network troubleshooting
- Managed ticket intake and high-volume customer call handling, providing structured troubleshooting support within an ISP service environment
- Monitored network alerts and service dashboards to identify connectivity disruptions and initiate corrective actions
- Diagnosed and resolved customer connectivity issues related to fibre, LTE and broadband services using structured fault-finding techniques
- Configured and supported routers, modems and related networking equipment to restore stable internet connectivity
- Performed VOIP setup and configuration, ensuring proper call routing and service functionality
- Guided customers through remote troubleshooting procedures to resolve latency, signal loss and configuration-related issues
- Escalated complex network faults to senior network engineers while maintaining clear communication with affected customers
Service Desk Technician at Khanyisela College (2021-02 – 2021-12)
Service Desk Technician providing IT support to academic and administrative staff
- Set up and configured desktop computers, user profiles and peripheral devices for academic and administrative staff
- Installed and configured operating systems and required software applications to support daily institutional operations
- Managed user account creation, access permissions and password resets in accordance with internal IT procedures
- Provided onsite technical support, diagnosing and resolving hardware, software and connectivity-related issues
- Performed routine system checks and basic maintenance to ensure stable workstation performance
- Delivered basic user training and guidance on system usage, cybersecurity awareness and IT best practices
Education
Advanced Diploma in Information Technology – Nelson Mandela University (2022)
National Diploma in Information Technology: User Support Services – Nelson Mandela University (2021)
Higher Certificate in Information Technology: User Support Services – Nelson Mandela University (2018)
