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Uptime Solutions Ltd

Senior L1 Engineer

Remote•South Africa•Full-time
ZAR 25,000 - ZAR 28,000 monthly
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About the Job
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.

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