L2 - Sys Admin / Escalation Engineer

1. 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.
2. 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.
3. 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.
4. 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.

Resolve escalated client issues, administer Microsoft 365 and server platforms, support cybersecurity tools, and participate in projects; requires strong technical and communication skills.

Key Responsibilities

• resolving escalations
• administering systems
• supporting projects

Skills & Tools

Microsoft 365, Arctic Wolf, Nessus Pro

Job Details

• Category: Information Technology
• Seniority: Mid Level
• Commitment: Full Time, Contract
• Workplace: Remote — Johannesburg, Gauteng, South Africa
• Salary: ZAR 456,000 – 480,000 / year
• Languages: English

About Uptime Solutions Ltd

An IT services company providing client support, systems administration, and cybersecurity operations. — Industry: Information Technology