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Escalation Engineer- Zhero – Century City, Cape Town

February 27, 2026

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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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...