Senior L1 Engineer

Uptime Solutions Ltd; Johannesburg; Remote; ZAR 254,000 - 304,000; Full time

Job summary

Uptime Solutions Ltd seeks an experienced Senior L1 Engineer for a fully remote position in South Africa. You will deliver first-line IT support to MSP customers, troubleshoot issues, manage tickets, and escalate to 3rd line engineers as needed.

The role targets individuals aiming for long-term growth within a mature company. Ideal candidates have at least 2 years in IT service desk, strong MS 365 knowledge, and solid Windows troubleshooting skills, with excellent communication and a

Qualifications

• 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.

Responsibilities

• Ticket Resolution: handle and resolve IT support tickets from educational and business clients.
• Provide 1st and 2nd line IT support for hardware, software, networking, and security issues.
• Offer Microsoft 365 services support including Exchange Online, SharePoint Online, Teams, OneDrive and Intune.
• Troubleshoot connectivity, wireless, firewall, server, endpoint, identity, and performance issues.
• Diagnose and resolve Windows OS-related problems to ensure client systems run smoothly.
• Maintain clear client communication and update on ticket status; document resolutions.

Skills

Microsoft 365 administration

Windows OS troubleshooting

Technical troubleshooting

Communication skills

Tools

Microsoft 365 Admin Center

Job description

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.