Senior Escalation Engineer (Level 3)
Infrastructure
Johannesburg – Gauteng – South Africa
Senior Escalation Engineer
Salary: Up to R38 000 CTC
Area: Sunninghill, Johannesburg
Type: Onsite
This is a great opportunity for a highly capable technical professional who enjoys solving complex problems, taking ownership of critical incidents, and playing a key role in keeping client environments stable, secure, and high performing. You will join a busy IT services team where your experience will be valued across advanced support, infrastructure improvement, escalation handling, and mentoring.
The role is suited to someone who is comfortable operating at senior level, working through deep technical issues across infrastructure, networks, and systems, while also contributing to stronger processes, better documentation, and improved service delivery. If you are at your best when others are stuck, this role will give you the space to make an impact.
Responsibilities
- Act as the senior point of escalation for high-level technical issues across client environments
- Perform deep troubleshooting on complex infrastructure, network, system, and application-related problems
- Resolve critical incidents efficiently while maintaining clear communication with stakeholders
- Carry out root cause analysis on major incidents and put long-term fixes in place
- Work closely with internal teams, vendors, and technical specialists to resolve advanced issues
- Support system stability, availability, and performance across key client platforms
- Identify risks and potential failures early and take action before they affect operations
- Implement patches, fixes, and technical improvements across hardware, software, and infrastructure
- Support security remediation, vulnerability patching, and compliance-focused technical tasks
- Contribute to infrastructure upgrades, cloud projects, automation initiatives, and system improvements
- Ensure escalated tickets are handled with accuracy, urgency, and strong technical ownership
- Create and maintain detailed technical documentation and knowledge base content
- Mentor Level 1 and Level 2 engineers and support ongoing skills development within the team
- Help improve support quality through knowledge sharing, process refinement, and technical guidance
- Travel to client sites when required
Requirements
- Strong experience in a senior support, escalation, or engineering role within an IT services environment
- Proven ability to troubleshoot and resolve high-complexity technical issues across infrastructure, systems, and networks
- Solid understanding of server, network, desktop, and application support in business environments
- Experience working with critical incidents, root cause analysis, and permanent problem resolution
- Ability to work closely with vendors, developers, and technical teams to drive issues to resolution
- Strong understanding of system performance, uptime, and proactive support practices
- Knowledge of patching, upgrades, security remediation, and compliance-related technical support
- Experience contributing to projects such as cloud migration, automation, system upgrades, or infrastructure improvement
- Strong documentation skills with the ability to create clear technical records and knowledge articles
- Confident mentoring junior engineers and supporting escalation quality across the team
- Strong communication skills with the ability to deal professionally with clients and internal stakeholders
- Based in South Africa and eligible to work in South Africa
- Johannesburg-based preferred, ideally within close proximity to Sunninghill
- Valid driver’s licence and own transport are essential
- Willing to travel to client sites when required
- Available to work office hours from 07h30 to 17h00
Success in the role will be measured by
- Fast and effective resolution of high-level technical incidents
- Strong root cause analysis and reduced repeat issues
- High system uptime and improved performance across client environments
- Timely handling of security incidents and patch deployment
- Clear, complete escalations and quality technical documentation
- Meaningful contribution to knowledge sharing and junior team development
- Positive client feedback and reduced disruption to business operations
- Involvement in strategic technical improvements and project delivery
If you are a strong senior engineer who enjoys solving the toughest technical problems and wants a role where your experience will genuinely matter, apply now.