L2 - Sys Admin / Escalation Engineer

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.