Overview
Escalation Engineer Jobs in South Africa at Halo Recruiting
Title: Escalation Engineer
Company: Halo Recruiting
Location: South Africa
About Us
Halo Recruiting is a white-glove recruiting firm helping U.S. companies access elite global talent for 80% less than domestic equivalents. We recruit, screen, and rigorously vet top-tier remote workers based in the Philippines to work as full-time embedded team members within your business. Our candidates are 100% English-fluent, university-educated, and have years of corporate experience from top-tier brands like Google, KPMG, PwC, Canva, Mercedes-Benz, Exxon, Amazon and Deloitte, to name a few.
Escalations Engineer (L3 – Advanced Support | MSP Environment)
Schedule: 8am–5pm or 9am–6pm EST
Employment Type: Starts as an independent contractor role, with a clear pathway to full-time EoR employment after 6 months (based on performance and mutual fit)
Salary Range: $5,500 – $6,500 per month
Overview
We’re hiring an experienced Escalations Engineer to serve as the highest level of technical support for complex, business-critical incidents. This role is highly reactive and requires someone who can step into chaotic situations, restore operations quickly, and ensure long-term stability.
This is a client-facing role supporting mid-market environments (200–1500+ users), requiring both technical depth and strong communication skills.
Key Responsibilities
· Take ownership of critical escalations (L3) involving infrastructure, networking, and cloud environments
· Respond to major incidents (e.g., full client outages, server failures, infrastructure breakdowns) and drive resolution end-to-end
· Perform advanced troubleshooting across:
o Networking
o Servers (on-prem & cloud)
o Microsoft 365 (SharePoint, MFA, SSO)
o Backup and disaster recovery systems
· Lead root cause analysis and implement preventive solutions
· Coordinate with internal teams (Service Desk, NOC, CIOs, Account Managers) to resolve issues efficiently
· Provide clear, structured client communication during incidents (status updates, resolution confirmation, validation)
· Document incidents, fixes, and preventive measures thoroughly
· Ensure proper post-resolution validation and testing
What Success Looks Like
· You can walk into a broken environment and get systems back online fast
· You don’t just fix issues—you make sure they don’t happen again
· You communicate clearly under pressure and keep stakeholders aligned
· You take ownership, even in messy, high-stakes situations
Required Experience & Skills
· Strong experience in an MSP environment (non-negotiable)
· Proven background handling large-scale environments (200–1500+ users)
· Hands-on experience with:
o Networking & infrastructure troubleshooting
o Windows servers (on-prem & cloud)
o Microsoft 365 ecosystem
o Backup & recovery solutions
· Experience supporting major outages / critical incidents
· Familiarity with both public and private cloud environments
· Strong understanding of change management and escalation processes
· Excellent client-facing communication skills
Nice to Have
· Experience supporting US or UK-based MSP clients
· Exposure to healthcare environments
· Experience handling multi-site / complex infrastructures
Work Setup & Expectations
· Schedule: 8am–5pm or 9am–6pm EST (with flexibility)
· May require extended hours during critical outages
· Fully remote (South Africa-based)
Must have:
o Reliable high-speed internet
o Backup power (load shedding ready)
o Professional remote setup (camera, headset)