Remote Technical Escalation Engineer (JB6178)
Location: Cape Town, Western Cape
Salary: R40,000 - R60,000 per month, experience dependent
Benefits: None
Employment Type: Permanent
If you are the kind of engineer who gets a boost out of untangling complex problems, owning escalations from start to finish, and being the person everyone turns to when things get tricky, this one is worth your attention.
A growing UK-based managed service provider with a client base spanning mainly education but also healthcare, real estate, and beyond is expanding its remote team and looking for a sharp, adaptable Technical Escalation Engineer based in Cape Town.
This is a senior-level, fully remote role where you will be working directly alongside a technical team overseas, handling escalations from first and second line engineers, contributing to project delivery, and keeping complex environments running smoothly. The work is varied, the problems are real, and no two days will look the same.
As the company works with clients in the education sector, the successful candidate will be required to undergo child-safety screening and criminal background checks.
Candidates located in Cape Town are preferred as the company will be building out the SA team in Cape Town.
Minimum Requirements
Solid working knowledge of Microsoft 365, Microsoft Azure, and Microsoft Entra ID (Azure AD)
Experience with Microsoft Intune and endpoint management
Familiarity with Google Workspace administration, including tenant configuration and migrations
Proven background in a senior technical or escalation engineering role, ideally within an MSP environment
Strong networking fundamentals covering LAN, WLAN, WAN, and VLAN
PowerShell scripting ability for automation and task management
Demonstrable experience handling escalations from first and second line teams
Comfortable engaging directly with end users and customer stakeholders over phone and in writing
Stable power backup solution in place, such as an inverter, UPS, or solar power
Reliable, high-speed internet connection sufficient for remote work
Own hardware meeting minimum specifications, being an Intel Core i5 or equivalent processor, no older than three to four years, with 16GB RAM or more hardware can be supplied if needed)
A track record of staying with employers for meaningful periods, showing commitment and longevity
Key Responsibilities
Handle escalations passed up from first and second line engineers, taking full ownership through to resolution
Troubleshoot complex issues across Windows Server environments, Microsoft 365, Azure, and cloud platforms
Manage and support Microsoft Intune, Entra ID, and endpoint policy configurations
Administer and support Google Workspace environments including tenant migrations and ongoing configuration
Deliver assigned project packages such as server deployments, virtual environment setups, and email migrations
Identify backup failures, diagnose server component issues, and resolve business-critical incidents efficiently
Communicate clearly with end users via telephone and written channels, including VIP customers who require fast, confident support
Engage with vendors and third parties where required to resolve complex or unfamiliar issues
Produce and maintain accurate technical documentation, SOPs, and knowledge base entries
Contribute to automation and scripting using PowerShell to improve efficiency and reduce repetitive tasks
Apply security-by-design principles across all delivered solutions and customer environments
Proactively identify gaps and opportunities in customer environments during quieter periods
Support and mentor junior engineers through troubleshooting and technical review
Technical Escalation Engineer, Senior Engineer, MSP, Managed Service Provider, Microsoft 365, Azure, Intune, Entra ID, Azure AD, Google Workspace, JAMF, MDM, Apple macOS, iOS, iPadOS, PowerShell, LAN, WLAN, WAN, VLAN, Windows Server, Endpoint Management, Remote Engineer, Cape Town, IT Support, Third Line, 3rd Line, Escalation Support, Cloud Infrastructure, Cybersecurity, IT Infrastructure
To apply visit: https://bit.ly/remote-escalation-engineer-JB6178
Please do not apply using scanned CVs; no supporting documentation is required at this point. This will be requested later.
Kontak Recruitment Disclaimer
Equal opportunity: All backgrounds are welcome, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
Privacy: Data processed as per Privacy Policy. By applying, you agree to data handling. We safeguard applicant info.
Candidate verification: Candidates selected by the client are verified. False info may disqualify or end employment with the client.
Offer clarity: The Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.
Location: Cape Town, Western Cape
Salary: R40,000 - R60,000 per month, experience dependent
Benefits: None
Employment Type: Permanent
If you are the kind of engineer who gets a boost out of untangling complex problems, owning escalations from start to finish, and being the person everyone turns to when things get tricky, this one is worth your attention.
A growing UK-based managed service provider with a client base spanning mainly education but also healthcare, real estate, and beyond is expanding its remote team and looking for a sharp, adaptable Technical Escalation Engineer based in Cape Town.
This is a senior-level, fully remote role where you will be working directly alongside a technical team overseas, handling escalations from first and second line engineers, contributing to project delivery, and keeping complex environments running smoothly. The work is varied, the problems are real, and no two days will look the same.
As the company works with clients in the education sector, the successful candidate will be required to undergo child-safety screening and criminal background checks.
Candidates located in Cape Town are preferred as the company will be building out the SA team in Cape Town.
Minimum Requirements
Solid working knowledge of Microsoft 365, Microsoft Azure, and Microsoft Entra ID (Azure AD)
Experience with Microsoft Intune and endpoint management
Familiarity with Google Workspace administration, including tenant configuration and migrations
Proven background in a senior technical or escalation engineering role, ideally within an MSP environment
Strong networking fundamentals covering LAN, WLAN, WAN, and VLAN
PowerShell scripting ability for automation and task management
Demonstrable experience handling escalations from first and second line teams
Comfortable engaging directly with end users and customer stakeholders over phone and in writing
Stable power backup solution in place, such as an inverter, UPS, or solar power
Reliable, high-speed internet connection sufficient for remote work
Own hardware meeting minimum specifications, being an Intel Core i5 or equivalent processor, no older than three to four years, with 16GB RAM or more hardware can be supplied if needed)
A track record of staying with employers for meaningful periods, showing commitment and longevity
Key Responsibilities
Handle escalations passed up from first and second line engineers, taking full ownership through to resolution
Troubleshoot complex issues across Windows Server environments, Microsoft 365, Azure, and cloud platforms
Manage and support Microsoft Intune, Entra ID, and endpoint policy configurations
Administer and support Google Workspace environments including tenant migrations and ongoing configuration
Deliver assigned project packages such as server deployments, virtual environment setups, and email migrations
Identify backup failures, diagnose server component issues, and resolve business-critical incidents efficiently
Communicate clearly with end users via telephone and written channels, including VIP customers who require fast, confident support
Engage with vendors and third parties where required to resolve complex or unfamiliar issues
Produce and maintain accurate technical documentation, SOPs, and knowledge base entries
Contribute to automation and scripting using PowerShell to improve efficiency and reduce repetitive tasks
Apply security-by-design principles across all delivered solutions and customer environments
Proactively identify gaps and opportunities in customer environments during quieter periods
Support and mentor junior engineers through troubleshooting and technical review
Technical Escalation Engineer, Senior Engineer, MSP, Managed Service Provider, Microsoft 365, Azure, Intune, Entra ID, Azure AD, Google Workspace, JAMF, MDM, Apple macOS, iOS, iPadOS, PowerShell, LAN, WLAN, WAN, VLAN, Windows Server, Endpoint Management, Remote Engineer, Cape Town, IT Support, Third Line, 3rd Line, Escalation Support, Cloud Infrastructure, Cybersecurity, IT Infrastructure
To apply visit: https://bit.ly/remote-escalation-engineer-JB6178
Please do not apply using scanned CVs; no supporting documentation is required at this point. This will be requested later.
Kontak Recruitment Disclaimer
Equal opportunity: All backgrounds are welcome, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
Privacy: Data processed as per Privacy Policy. By applying, you agree to data handling. We safeguard applicant info.
Candidate verification: Candidates selected by the client are verified. False info may disqualify or end employment with the client.
Offer clarity: The Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.
