Uptime Solutions Ltd
L2 - Sys Admin / Escalation Engineer
Johannesburg, Gauteng•Full-time
ZAR 38,000 - ZAR 40,000 monthly
ZAR 38,000 - ZAR 40,000 monthly
About the Job
Hours - East Coast US - 8am - 5pm
Permanent in-country SA contract
Fully remote
Salary - R38,000 plus R2,000 benefits
Duties and Responsibilities:
- 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 escalate 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.
- 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 escalate 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.
- 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.
- 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.