Senior L1 Engineer

Uptime Solutions Ltd; South Africa; Remote; ZAR 167,000 - 279,000; Full time

Job summary

Uptime Solutions Ltd. seeks a Senior L1 Engineer to deliver frontline IT support for our Managed Service customers from a fully remote South Africa base.

Responsibilities include troubleshooting, ticket management, and escalation to 3rd line engineers, with a goal to grow into a longer-term role within a mature MSP. The ideal candidate has at least 2 years in IT service desk roles, strong Microsoft 365 knowledge, and Windows troubleshooting skills; CompTIA A+/Network+ or Microsoft certifications

Qualifications

• Experience in IT support, MSP environment preferred.
• Strong knowledge of Microsoft 365 administration.
• Proficient in Windows operating systems and troubleshooting.
• Certifications in CompTIA A+, Network+ or Microsoft are a plus.

Responsibilities

• Provide first-line IT helpdesk support to MSP clients.
• Troubleshoot and resolve IT issues, manage tickets, and route to On Site queue when needed.
• Escalate complex issues to 3rd line engineers.
• Document client environments and resolutions, maintain ticket records.
• Communicate clearly with clients and maintain professional telephone manners.

Skills

Communication

Problem solving

Analytical skills

Interpersonal skills

MSP experience

Education

CompTIA A+ certification

CompTIA Network+ certification

Microsoft certification

Tools

Microsoft 365

Windows OS

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.