Senior L1 Engineer

Uptime Solutions

1d•$25,000•Remote

About The Position

This is a fully remote position for a Senior L1 Engineer based in South Africa, working from home. The role is within the Managed Service Provider (MSP) industry, requiring prior experience in this business type. The working hours are US hours, typically 3pm to 12am SAST. The successful candidate will provide first-line support to Managed Service customers, including troubleshooting and resolving IT issues, managing customer tickets, and escalating complex issues to 3rd line engineers. The ideal candidate will have a minimum of 2 years of verifiable full-time IT Service Desk Engineer experience and aims for long-term career development within a mature company. A significant portion of the client base consists of Primary and Secondary Schools, making prior school experience preferable. The company also serves SMEs, healthcare, and small corporations, emphasizing the importance of vertical awareness and attention to detail.

Requirements

Minimum of 2 years of verifiable experience as a full-time IT Service Desk Engineer.
Previous experience in an IT support role, preferably within an MSP environment.
Strong knowledge of Microsoft Azure and Google Workspace administration.
Proficiency in Windows operating systems and troubleshooting.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills, with excellent telephone manner.
ITIL experience.
Operational knowledge of IT hardware & software & the integration of the two.
Operational knowledge of Windows and Mac OS environments (Win10+11 / Mac OSX / iOS) & Windows Server 2016, 2019, 2022, 2025 Active Directory, GPO, DHCP, DNS.
Working knowledge of mobile devices and MDMs – Android / ChromeOS / iOS.
Working knowledge of Hyper-V, Server hardware troubleshooting, RAID and other virtualisation platforms.
Working knowledge of cloud platforms – Google Workspace for Education, Microsoft 365, Azure, InTune and more.
Strong knowledge of Roaming User profiles, Windows folder sharing and permissions.
Working knowledge of common user applications: including Microsoft Office suite, Google Chrome, Microsoft Edge.
Established skill set for network communications, network switching hardware – remotely diagnosing faults, switch configurations, VLAN configurations, firewall management.
Strong knowledge and troubleshooting experience with WAN hardware, firewalls etc.
Working knowledge of Audio Visual systems to include audio hardware / projectors / TVs / Interactive Whiteboards / Interactive Screens.

Nice To Haves

Existing Schools experience.
IT certifications such as CompTIA A+, Network+, or Microsoft certifications.
Knowledge of managed WiFi infrastructure, ideally to include Omada, Ruckus and Cambium.

Responsibilities

Provide first-line support to Managed Service customers.
Troubleshoot and resolve IT issues.
Manage customer tickets.
Pass tickets to the On Site Engineering queue where required.
Escalate complex issues to 3rd line engineers.
Efficiently manage and resolve IT support tickets from educational and business clients, ensuring timely and effective solutions.
Provide both 1st and 2nd line support for a wide range of IT issues, including hardware, software, networking, and security.
Administer and support Google Workspace (formerly G Suite) for clients, including user account management and troubleshooting.
Diagnose and resolve Windows OS-related issues, ensuring the seamless operation of client systems.
Maintain clear and professional communication with clients, keeping them informed about the status of their support requests and providing guidance.
Create and maintain comprehensive documentation of client environments and issue resolutions.