Escalation Engineer- Zhero – Century City, Cape Town

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WHY WORK FOR US?

We are an established international end-to-end Cybersecurity & IT Support provider with our head office in London.

At Zhero, you will gain world-class experience, exposure to complex environments, and opportunities for growth. We offer a competitive salary, training, medical aid, pension, a full social calendar, and the potential for profit share.

We are pioneers in integrating DevOps with technical and back-office operations, automating processes, and using our custom in-house Professional Services Automation (PSA) to make work easier for both our staff and clients.

Our clients span multiple sectors including medical, finance, legal, insurance, architecture, and recruitment, ranging from 5 to 500+ employees.

ROLE PURPOSE

The Escalation Engineer will manage complex technical escalations from the Service Desk, ensuring timely resolution and clear client communication. This role also documents solutions, provides specialist support, and delivers training to enhance the Service Desk team’s capabilities.

This role is critical to maintaining high availability in multi-tenant client environments and ensuring our clients’ IT infrastructure is stable, secure, and fully operational.

KEY OUTCOMES

  • Client infrastructure is stable and fully operational, with minimal downtime.
  • Networking devices are patched and running the latest firmware and software.
  • Escalations from the Service Desk are resolved efficiently.
  • Documentation and training materials are maintained and shared with the team.

KEY ACCOUNTABILITIES

  • Provide advanced-level assistance with day-to-day support and IT projects.
  • Plan, architect, implement, and support complex solutions for workstations, servers, networks, security, cloud, and backup systems.
  • Manage system changes, audits, and escalations efficiently.
  • Support account management with IT roadmaps and ensure adherence to cybersecurity and best practices.

REQUIRED EXPERIENCE & SKILLS

Candidates must have experience in an MSP environment where you support multi-tenant infrastructure, high availability systems, servers, virtualization, and networking.

  • Windows & Mac workstation management
  • Microsoft 365, Azure, SharePoint, Google Workspace, MDM for devices
  • VMware, Hyper-V, Terminal Server, SQL, Windows Server, DNS, AD, SSO, GPO, DHCP, SAN/NAS storage
  • Firewalls, routers, switches, wireless, Layer 1-3 routing
  • VPN, VLAN, NAT, PAT, VOIP
  • Security: SSL, SIEM, anti-spam/antivirus, ransomware protection
  • PowerShell and scripting
  • CRM and productivity suites (AutoCAD, Adobe, Zoho CRM)
  • Security & RMM: Cisco ASA/Firepower, FortiGate, N-able, ESET, Bitdefender, Cisco Duo, WebTitan, SpamTitan, Mimecast
  • Multi-tenant cloud and backup solutions (Veeam, VMware)
  • High availability servers, databases, and networking

Minimum Requirements:

  • 7+ years solid IT experience
  • Advanced-level support, planning, and implementation of cloud, server, internet, email migrations, office moves, startups, and company mergers
  • IT degree and certifications (Microsoft MCSE, Cisco CCMA, VMware VCP, Checkpoint, Citrix, A+, N+)

COMPETENCIES

  • Intelligence & Strategic Judgment
  • Pragmatism & Resourcefulness
  • Customer Focus & Team Player
  • Excellence & Performance Management
  • Vision & Conflict Management

ABOUT YOU

This is a senior, demanding, and highly technical role. We need someone with hands-on experience managing high availability and multi-tenant environments, supporting escalations, and contributing to technical direction.

This role offers the potential to progress to executive-level positions and includes profit share for top performers. We are looking for someone willing to invest in the future, walk the extra mile, and seize a once-in-a-lifetime opportunity.

OUR CULTURE & VALUES

  • We Love IT – Excellence in service and technical expertise
  • Integrity & Transparency – Honesty, diligence, and responsibility
  • Innovation – Transforming processes, solving complex problems
  • Teamwork & Leadership – We rise by lifting others
  • Humble Service – Integrity, humility, and respect

PERKS

  • Loyalty-based Retirement Annuity & Medical Aid
  • Overtime & Socials
  • Friday Lunches & UK trips for top performers
  • Profit Share for exceptional contributors

Job Type: Full-time

Work Location: In person

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