L2 - Sys Admin / Escalation Engineer

Uptime Solutions Ltd; Johannesburg; Remote; ZAR 386,000 - 462,000; Full time

Job summary

Uptime Solutions Ltd is seeking a competent IT operations professional for a fully remote, in-country SA contract. You will handle client support, systems administration, and cybersecurity tasks across Microsoft 365, servers, and security tooling.

Responsibilities include incident triage, project onboarding, and documentation, with escalations as needed to ensure secure, reliable client environments.

Qualifications

• Experience in client support and escalation processes.
• Familiarity with Microsoft 365 and server administration.
• Knowledge of cybersecurity concepts and tools.

Responsibilities

• Client Support & Escalation: resolve issues via phone, remote, or onsite; document steps and outcomes.
• Systems Administration & Platform Management: manage Microsoft 365, servers, identity systems, virtualization, and backups.
• Project & Implementation Work: participate in infra, cybersecurity, and onboarding projects with proper handoff.
• Cybersecurity Operations & Compliance Support: triage tickets, coordinate with teams, use Arctic Wolf/Nessus Pro for assessments.

Skills

Client support

Escalation management

Systems administration

Microsoft 365

Network troubleshooting

Cybersecurity

Documentation

Change management

Tools

Arctic Wolf

Nessus Pro

Job description

Hours - East Coast US - 8am - 5pm

Permanent in-country SA contract

Fully remote

Salary - R38,000 plus R2,000 benefits

Duties and Responsibilities:

1. Client Support & Escalation:

   • Resolve escalated client issues and requests by phone, remote access, or onsite support as assigned.
   • Troubleshoot network connectivity, wireless, firewall, Microsoft 365, server, application, endpoint, identity, access, and performance-related issues within demonstrated capability and approved access.
   • Accept escalations with sufficient context, document investigative steps and outcomes, communicate status, and maintain clear ownership until resolution or reassignment.
   • Recognize when an issue requires deeper Infrastructure, Cybersecurity, vendor, application, or leadership involvement and escalates promptly with relevant evidence.
   • Support Service Desk personnel through practical knowledge transfer, documentation, and collaborative problem solving rather than repeatedly resolving the same issue without improving team capability.
   • Protect client experience through clear communication, responsible follow-through, accurate expectations, and timely escalation.

2. Systems Administration & Platform Management:

   • Perform routine administration of Microsoft 365, supported server platforms, identity and access systems, virtualization platforms, backup systems, approved network infrastructure, and assigned cybersecurity tools.
   • Perform approved user lifecycle, access, permissions, configuration, system-maintenance, and platform-administration activities.
   • Monitor assigned systems and operational alerts, investigate abnormal conditions, complete defined corrective actions, and elevate when required.
   • Assist with patching, configuration consistency, lifecycle management, platform health, capacity awareness, and preventive maintenance.
   • Validate that recurring administrative work is documented, scheduled, monitored, and assigned to an appropriate operational owner.
   • Follow change-management, security, access-control, documentation, and client-communication expectations.

3. Project & Implementation Work:

   • Participate in Infrastructure, Cybersecurity, and Onboarding projects according to assigned scope, technical direction, and project standards.
   • Support firewall, switching, wireless, Microsoft 365, server, virtualization, cloud, backup, endpoint, and security-tool implementations or migrations within demonstrated capability.
   • Complete assigned discovery, preparation, implementation, testing, documentation, client communication, and operational-handoff tasks.
   • Identify dependencies, risks, missing information, scope concerns, and support requirements early enough for the project team to respond.
   • Provide onsite implementation or support assistance when required.
   • Ensure project work is handed off with accurate documentation, known-issue visibility, operational ownership, and appropriate knowledge transfer.

4. Cybersecurity Operations & Compliance Support:

   • Triage and assist with defined cybersecurity-related tickets, alerts, suspicious activity, endpoint-protection notifications, and threat-detection events according to established procedures and assigned authority.
   • Coordinate with the Cybersecurity team, Infrastructure team, vendors, or leadership when investigation or response exceeds the role's authority or capability.
   • Use approved platforms, including Arctic Wolf and Nessus Pro where assigned, to support vulnerability identification, validation, remediation coordination, and reporting.
   • Assist with deployment, administration, health checks, and support of approved cybersecurity tools.
   • Participate in security-awareness, incident-response, business-continuity, recovery, and remediation activities as assigned.
   • Contribute accurate technical evidence, compliance documentation, questionnaires, remediation records, and client reporting.
   • Follow incident-handling, confidentiality, evidence-preservation, escalation, and communication requirements. Do not independently expand incident scope or make client commitments beyond assigned authority.