Desktop Support Administrator

Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for Oracle, SAP and VMware.

We are seeking an experienced Desktop Support Analyst in Johannesburg to deliver high-quality, self-sufficient technical support to end users across Windows and macOS environments. This role serves as the primary desktop support presence in the South Africa timezone, providing both remote and onsite support to users across the US, EMEA, APAC, and South Africa regions.

The ideal candidate brings 4–6 years of hands-on desktop support experience, operates confidently with minimal supervision, and is comfortable owning incidents end-to-end — escalating to the UK-based System Administrator when appropriate, while independently resolving the majority of L1–L2 issues.

Key Responsibilities

• Provide Level 1–2 support for Windows and macOS devices, mobile devices, printers, and peripherals — independently and with confidence

• Diagnose and resolve hardware, software, and connectivity issues; document root cause and resolution for knowledge base

• Support Microsoft 365, Outlook, Teams, and all approved business applications

• Manage account access, password resets, MFA, and identity requests via Entra ID (Azure AD)

• Administer and manage endpoints using Microsoft Intune — including device enrollment, compliance policies, and configuration profiles

• Participate in follow-the-sun handoffs — receiving carryover tickets from the US shift and passing context to the APAC window

• Work incidents and service requests in ITSM tools (ServiceNow / Jira JSM) in full alignment with SLAs and ITIL-based processes

• Maintain accurate asset inventory and support device lifecycle activities including provisioning, refresh, and decommission

• Identify and escalate complex or high-impact issues to the UK System Administrator, maintaining ownership through resolution

• Support email security and phishing remediation workflows, applying judgment to triage and contain incidents appropriately

• Contribute to SOPs, runbooks, and knowledge base content to support team-wide operational maturity

Qualifications

• 4–6 years of desktop or end-user support experience in a professional or enterprise environment

• Deep, hands-on experience supporting Windows and macOS environments

• Proficient in Microsoft 365 administration — Exchange Online, Teams, SharePoint, and licensing

• Solid working knowledge of Entra ID (Azure AD) and Microsoft Intune — device management, compliance, and conditional access

• Demonstrated experience with ITSM platforms (ServiceNow, Jira/JSM) and ITIL-aligned incident and request management

• Experience supporting email security tools and phishing remediation workflows

• Proven ability to work independently within a distributed, global IT team

• Prior experience in a follow-the-sun or shift-based support model is strongly preferred

• Onsite support experience required; experience supporting remote and hybrid user populations is a plus

Skills

• Strong troubleshooting and independent problem-solving — able to resolve complex issues without real-time escalation

• Excellent written and verbal communication — clear, professional, and user-focused

• Comfortable managing a mixed priority queue across multiple regions and time zones

• Detail-oriented with a strong focus on secure, accurate, and well-documented support

• Self-motivated and accountable — able to own outcomes and manage time without close supervision

• Collaborative team player; able to work effectively within a lean, globally distributed IT team

Additional Requirements

• Ability to work standard South Africa business hours with occasional overlap into UK or US hours as needed

• Johannesburg based for occasional visits to the Midrand office

• Familiarity with global IT compliance and data privacy considerations is beneficial

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