Job Description
Offices in Sunninghill
Office Hours 07h30 to 17h00
Transport is vital as the person may be required to go to our client’s sites.
South Africa-based (Johannesburg preferred close proximity to Sunninghill) with eligibility to work in ZA.
Required Skill Set (Advanced Level)
A Tier 3 IT Engineer is responsible for handling the most complex technical issues, performing deep troubleshooting, and providing advanced support for infrastructure, networks, and applications. They often collaborate with developers, system architects, and vendors to resolve critical incidents. Their Key Performance Indicators (KPIs) should focus on advanced troubleshooting, problem resolution, and strategic contributions.
KPIs for a Tier 3 IT Engineer
1. Advanced Troubleshooting & Problem Resolution
- Mean Time to Resolve (MTTR) The average time taken to resolve high-complexity incidents.
- Escalation Rate to External Vendors/Developers Percentage of cases that require external support.
- Problem Resolution Efficiency Percentage of issues permanently resolved without recurrence.
- Root Cause Analysis (RCA) Completion Rate Percentage of critical incidents analyzed with RCA documentation.
- Bug Fixing & Patch Implementation Success Rate Number of software/hardware fixes successfully applied.
2. Infrastructure & System Performance
- System Uptime & Availability Percentage of time key systems remain operational.
- Proactive Issue Identification Rate Number of potential failures identified and prevented.
- Performance Optimization Success Rate Improvements made to network, servers, or databases.
3. Security & Compliance
- Security Incident Resolution Time Time taken to resolve security-related issues.
- Compliance Audit Pass Rate Percentage of successful audits with no major findings.
- Vulnerability Patch Deployment Time Speed of applying critical security patches.
4. Collaboration & Knowledge Sharing
- Escalation Quality & Completeness Score Ensuring escalated issues contain complete troubleshooting details.
- Internal Training & Mentoring Sessions Conducted Number of knowledge transfer sessions for Tier 1 & 2 engineers.
- Documentation & Knowledge Base Contribution Number of new or updated articles on complex troubleshooting.
5. Customer & Business Impact
- Customer Satisfaction Score (CSAT) Average feedback rating from stakeholders.
- Impact Reduction on Business Operations Measured by decreased downtime or disruptions.
- Strategic IT Initiatives Participation Contribution to projects like automation, cloud migration, or system upgrades.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Gauteng
The IT and computer industry is one of the most dynamic and growing sectors in Gauteng, with a thriving job market that offers a wide range of opportunities for career advancement.
In terms of salary ranges, IT professionals in Gauteng can expect to earn anywhere from R800 000 per annum for junior positions to over R2 million for senior executives. The average salary for software engineers is around R1.5 million, while data analysts can earn between R900 000 and R1.2 million. With experience and skills, IT professionals in Gauteng can expect significant salary increases, with some roles offering bonuses and benefits that can increase their overall remuneration.
To succeed in the IT industry in Gauteng, candidates need to possess a range of key skills, including programming languages such as Java, Python, and C++, as well as experience with databases, cloud computing, and cybersecurity. Strong problem-solving skills, attention to detail, and excellent communication skills are also essential for success in this field. Additionally, knowledge of ITIL (Information Technology Infrastructure Library) and Agile methodologies can be highly valued by employers.
Several major companies and industries in Gauteng are currently hiring IT professionals, including technology firms such as Microsoft, IBM, and Oracle, as well as banks and financial institutions like Standard Bank and Nedbank. The finance industry is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Career growth opportunities are abundant in the IT industry in Gauteng, with many companies investing heavily in employee training and development programs. With experience and skills, IT professionals can move into senior leadership positions or start their own businesses, while also pursuing further education and certifications. The Johannesburg Stock Exchange (JSE) is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Overall, the IT industry in Gauteng offers a wide range of exciting career opportunities for job seekers with the right skills and experience. With salaries that are competitive with those offered by major companies globally, there has never been a better time to pursue a career in this dynamic and rapidly evolving field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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