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South Africa: Tier 2 IT Support Agent – Fully remote posted by Recruit-It

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Job Description


Key Responsibilities
Handle advanced escalations from Tier 1 agents, providing in-depth troubleshooting and resolution.

  • KPI: 90% of escalated tickets acknowledged within 15 minutes.
  • SLA: Resolution or workaround provided within 4 hours for high priority / 8 hours for medium priority incidents.
  • KPI: <5% of escalations re-escalated to Tier 3 without proper Tier 2 troubleshooting.

 
Support contact centre platforms including telephony, VoIP, call routing, and softphone systems.

  • KPI: 99.5% platform uptime maintained.
  • SLA: Incidents affecting >20 users resolved within 2 hours.

 
Troubleshoot and maintain networking environments (VPN, routing/switching, DNS, DHCP, firewall configurations).

  • KPI: 95% of network-related incidents resolved within SLA targets.
  • SLA: Critical outages mitigated within 1 hour, root cause documented within 48 hours.

 
Administer server environments, including Windows Server, Active Directory, group policies, and authentication.

  • KPI: 100% of access-related incidents resolved within 4 business hours.
  • SLA: Security-related incidents escalated within 15 minutes of detection.

 
Monitor system health and respond to alerts, ensuring uptime and stability.

  • KPI: 95% of alerts acknowledged within 10 minutes.
  • SLA: Mean Time to Detect (MTTD) < 15 minutes, Mean Time to Resolve (MTTR) < 2 hours for critical alerts.

 
Participate in planned system maintenance and change control processes.

  • KPI: 100% of changes logged and approved through Change Management.
  • SLA: 0% of unauthorized changes implemented.
  • KPI: <2% of changes causing unexpected service impact.
View Job  Centurion: Network Senior Engineer posted by Recruit-It

 
Collaborate with Tier 3 teams on complex incidents, root cause analysis, and long-term fixes.

  • KPI: RCA delivered within 3 business days of incident closure.
  • SLA: Permanent fixes for recurring incidents implemented within 30 days.

 
Document solutions, maintain knowledge bases, and contribute to technical playbooks.

  • KPI: 95% of resolved incidents documented within 24 hours.
  • KPI: At least 2 new KB articles contributed per month.

 
Mentor Tier 1 agents, helping them build technical depth and readiness for advancement.

  • KPI: Conduct 2–3 training sessions per quarter.
  • KPI: 10% reduction in Tier 1 escalations per quarter.

 
Required Skills & Qualifications

  • 4–6 years’ professional IT support or system/network administration experience.
  • Demonstrated expertise with contact centre or telephony systems (VoIP, PBX, softphone).
  • Strong background in enterprise networking (TCP/IP, DNS, DHCP, VPNs, firewall management).
  • Solid experience with server administration (Windows Server, Active Directory, identity management).
  • Experience working with distributed, remote-first teams.
  • Strong communication, problem-solving, and incident management skills.

 
Preferred Skills

  • Experience with virtualization platforms (VMware, Hyper-V, VDI, Xen).
  • Knowledge of monitoring and endpoint security tools and vulnerability management escalations.
  • Familiarity with ITIL practices (incident, problem, change management).
  • Relevant certifications such as CompTIA Network+/Security+, Microsoft Certified, Cisco CCNA/CCNP.



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View Job  South Africa: Agile Delivery Manager posted by Recruit-It


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