Senior L1 Engineer

Uptime Solutions Ltd; Cape Town; À distance; ZAR 254 000 - 304 000; Plein temps

Résumé du poste

Uptime Solutions Ltd is seeking a Senior L1 Engineer to provide first-line IT support for our MSP clients. The role is fully remote in South Africa, with US hours and a monthly salary up to R25,000 plus benefits (CTC R27,000).

You will troubleshoot Windows and Microsoft 365 services, manage tickets, and escalate complex issues to 3rd line engineers. A minimum of 2 years in IT support, MSP experience, and relevant certs are preferred.

Qualifications

• Minimum 2 years in an IT service desk or MSP environment.
• Strong knowledge of Microsoft 365 administration.
• Proven Windows OS troubleshooting and ticketing experience.
• IT certifications such as CompTIA A+ or Network+ are a plus.

Responsabilités

• Ticket Resolution: Efficiently manage and resolve IT support tickets from clients.
• 1st and 2nd Line Support: Provide 1st/2nd line support for hardware, software, networking, and security.
• Microsoft 365 support: Exchange Online, SharePoint Online, Teams, OneDrive, Intune.
• Basic network troubleshooting: connectivity, wireless, firewall, server, identity, access.
• Windows Troubleshooting: Diagnose and resolve Windows OS issues.
• Client Communication & Documentation: keep clients informed and document resolutions.

Connaissances

Microsoft 365 admin

Windows OS

Ticketing experience

MSP experience

Formation

IT certifications

Outils

Microsoft 365 Admin Center

Exchange Online

SharePoint Online

Intune

Description du poste

Senior L1 Engineer

• Fully remote - South Africa - work from home.
• Industry - MSP (MUST have experience within this type of business).
• Salary - Up to R25,000 basic per month plus benefits (R27,000 CTC).
• Hours - US hours (typically 3pm - 12am SAST).

Job Description

• The successful candidate will be responsible for providing first-line support to our Managed Service customers.
• This includes troubleshooting and resolving IT issues, managing customer tickets, and passing tickets to our On Site Engineering queue where required.
• Additionally, escalating complex issues to our 3rd line engineers.
• The ideal candidate will possess a minimum of 2 years of verifiable experience as a full-time IT Service Desk Engineer and will have the aim to work long-term with the company in developing their role in this exciting and mature company.

Key Duties

• Ticket Resolution: Efficiently manage and resolve IT support tickets from our educational and business clients, ensuring timely and effective solutions.
• 1st and 2nd Line Support: Provide both 1st and 2nd line support for a wide range of IT issues, including but not limited to hardware, software, networking, and security.
• Provide technical support for Microsoft 365 services, including: Exchange Online, SharePoint Online, Teams, OneDrive, and Intune.
• Basic troubleshooting network connectivity, wireless, firewall, server, endpoint, identity, access, and performance-related issues
• Windows Troubleshooting: Diagnose and resolve Windows OS-related issues, ensuring the seamless operation of client systems.
• Client Communication: Maintain clear and professional communication with clients, keeping them informed about the status of their support requests and providing guidance when necessary.
• Documentation: Create and maintain comprehensive documentation of client environments and issue resolutions.

Summary of Requirements

• Previous experience in an IT support role, preferably within an MSP environment.
• Strong knowledge of Microsoft 365 administration.
• Proficiency in Windows operating systems and troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with excellent telephone manner.
• IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.