Open to opportunities

Jaco Roos

@jacoroos

Message

I’m a senior desktop support engineer focused on fast, meticulous issue resolution.

South Africa

Message

What I'm looking for

I’m looking for a desktop support/IT service desk role where I can own tickets end-to-end in ServiceNow, troubleshoot confidently (VPN/Citrix/audio/hardware), maintain uptime, and keep improving TTR through smarter, preventive problem-solving.

I’m a Desktop Support Engineer L2 with extensive on-site and remote experience, built around practical hardware installs, user desktop support, and careful troubleshooting. I’m known for a meticulous, analytical approach—digging into root causes and improving how work is done to prevent repeat problems.

Since March 2025, I’ve supported multiple campaigns by assisting tickets based on priority, assigning/editing/closing tickets on ServiceNow, and maintaining uptime to prevent downtime. In my day-to-day work, I troubleshoot audio and software issues (including Citrix-related problems), handle VPN setup/troubleshooting, and provide Remote Desktop Assistance. I also focus on strong Time to Resolve (TTR) and endpoint compliance.

Before this, I delivered IT Help Desk Support L2 at CSS Credit Solutions and served as a Desktop Support Specialist (IT Service Desk) L1 at Mars Technologies, including remote user support and ServiceNow workflow maintenance. Earlier roles strengthened my foundation in hardware replacement and migration work (e.g., Windows 7 to Windows 10), Active Directory user account management, printer support, virtual server support, and field installations such as Touchsides POS systems, plus migrations to systems like Quickbooks Online.

Experience

Work history, roles, and key accomplishments

Current

Desktop Support Engineer L2

Current

EXL Services

Mar 2025 - Present (1 year 3 months)

Triage and manage multiple priority ticket queues in ServiceNow, maintaining uptime and a strong time-to-resolve for end-user issues. Provide endpoint compliance support, troubleshoot audio/software issues (including Citrix), and handle VPN setup plus remote desktop assistance.

ServiceNow End Point Compliance VPN Remote Desktop Support MS Teams Microsoft Office Troubleshooting

Help Desk Support L2

CSS Credit Solutions Services (Pty) Limited

Jul 2024 - Mar 2025 (8 months)

Provide on-site and remote support for call centre agents at MTN, Vodacom, and Multichoice. Resolve end-user issues and support day-to-day desktop operations for multiple campaigns and users.

Onsite Support Remote Support end user support Troubleshooting Desktop Support Microsoft Office

Desktop Support Specialist L1

Mars Technologies

Oct 2020 - Jun 2024 (3 years 8 months)

Delivered remote and in-office user support and maintained an internal workflow processing system (ServiceNow) for ongoing operations. Supported users working remotely and ensured reliable help desk handling.

ServiceNow Remote Support Onsite Support User Support Workflows Troubleshooting Microsoft Office

IT Specialist L2

Go-Bet Sports Betting

Oct 2019 - Apr 2020 (6 months)

Set up computer terminals for betting sites and handled assistance requests via telephony, Skype, and on-site support. Provide remote site support and act as a point of contact for third-party vendors.

Remote Support Onsite Support Troubleshooting Skype Vendor coordination Hardware Support

Desktop Support Technician L1

Nedbank

Aug 2019 - Oct 2019 (2 months)

Replaced out-of-warranty PCs and supported users where computers were deployed. Assisted with a Windows 7 to Windows 10 migration and provided desktop troubleshooting support.

end user support Windows Support Troubleshooting Printer Terminal Support

Field Service Engineer

Gijima

Jul 2019 - Aug 2019 (1 month)

Installed Touchsides POS systems for informal beverage traders and maintained a Remedy workflow processing system on Apple iPad. Supported field troubleshooting related to POS and workflow operations.

Touchsides Apple IPad Support Hardware installation

Data and Migration Assistant

Jaymark Waterproofing

Dec 2018 - Jan 2019 (1 month)

Assisted the migration of an Excel-based accounting system to QuickBooks Online. Supported data handling tasks to help ensure a smooth transition for business accounting operations.

Quickbooks Online Data Migration Accounting Support Troubleshooting Data Validation client support Microsoft Excel

IT Technician L1

Orange Street Software

May 2018 - Oct 2018 (5 months)

Provided technical support to existing and new clients and maintained internal workflow processing systems (Interleave). Handled timeous email upkeep and supported ongoing client relationship management.

Client Technical Support Interleaving Workflow Management Email Support Microsoft Office Troubleshooting Help Desk Support Relationship Management

Support Engineer L2

Impact IT and Risk Services

Feb 2018 - Apr 2018 (2 months)

Handled on-site support requests and assisted at dock-side sites. Provided support with Audio-Visual equipment setup and related assistance tasks.

On Site Dock Side Support Audio Visual Troubleshooting Hardware Support IT Support end user support

IT Support Technician L2

Multi-Equipment and Office Suppliers

Aug 2016 - Aug 2017 (1 year)

Set up computer terminals and handled on-site and telephonic requests for assistance. Supported virtual servers, performed hardware repair and maintenance, and arranged service and repairs for printers and computer terminals.

Virtual Servers Printer Maintenance On Site Telephonic Support Troubleshooting Maintenance

IT Technician L2

Bidvest Waltons

Nov 2015 - Jan 2016 (2 months)

Set up computer terminals, managed Active Directory user accounts, and provided on-site and telephonic user support. Supported cloud users and both virtual and on-premise servers, including collaboration on server moves.

Active Directory Virtual Servers Troubleshooting

IT Technician (L1 to L2)

Bidvest Waltons

Oct 2004 - Aug 2015 (10 years 10 months)

Provided ongoing L1 and L2 desktop support, including terminal setup and Active Directory user account management. Supported cloud users and both virtual and on-premise servers, coordinating repairs and assistance for end users.

Active Directory Desktop Support Virtual Servers Printer Repair Support Troubleshooting