Client Services Engineer (Out of Hours)

SUMMARY:
The Client Services Engineer (Out of Hours) will provide technical support across customer on-premises and Microsoft Azure environments, managing complex incidents, troubleshooting infrastructure and supporting the planning and deployment of customer technology solutions.

POSITION INFO:

Client Services Engineer (Out of Hours)

Manage critical incidents, troubleshoot complex Microsoft Azure and on-premises environments, and deliver technical support across out-of-hours shifts.

Remote – South Africa | Remote | Night Shift: 19:00–07:00 GMT (4 Days On / 4 Days Off) or Weekend Shift: Saturday, Sunday & Monday, 07:00–19:00 GMT | R45,000 per month

ABOUT OUR CLIENT

Our client is a Technology Services Partner supporting the financial sector and regulated businesses. The company provides Enterprise Support, Security, Strategy and Supply solutions, with a focus on reliability, security and customer experience.

As an ISO27001-certified organisation and Microsoft Partner, the business helps companies transform and innovate through technology. Its services involve world-class technologies, new applications, bespoke software products and customer technology environments.

The company operates as an agile technology services provider, delivering support and solutions across customer IT environments.

THE ROLE: CLIENT SERVICES ENGINEER (OUT OF HOURS)

The Client Services Engineer (Out of Hours) will provide technical support across customer on-premises and Microsoft Azure environments, managing complex incidents, troubleshooting infrastructure and supporting the planning and deployment of customer technology solutions.

Reporting to the Service Desk Manager and working as part of a team of four engineers, the role involves acting as a technical point of contact for incidents and service requests, taking ownership of major incidents from initial triage through to resolution and post-incident review.

The position also focuses on root cause analysis, change management, technical documentation and collaboration with wider IT support and project delivery teams. Responsibilities include supporting customer environments and colleagues, delivering technical solutions and maintaining documentation while developing strong customer relationships.

KEY RESPONSIBILITIES

• Act as the technical point of contact for customer incidents and service requests.

• Lead troubleshooting across Microsoft Azure and on-premises infrastructure.

• Take ownership of major incidents from initial triage through to resolution and post-incident review.

• Investigate recurring and high-impact technical issues, conducting root cause analysis to identify underlying problems.

• Implement permanent technical fixes to prevent repeated incidents and minimise reliance on temporary workarounds.

• Review and implement changes within customer IT environments.

• Act as a technical reviewer for changes raised by other engineers.

• Manage and troubleshoot complex customer environments, ensuring technical issues are addressed efficiently.

• Handle critical service desk tickets and escalations, including change management activities.

• Collaborate with the project delivery team to plan and deploy customer environments and services.

• Build and maintain technical documentation, operational runbooks and knowledge base articles.

• Develop documentation and knowledge resources that reduce future escalations and improve the technical capabilities of the wider team.

• Provide technical assistance and support to colleagues and wider IT support teams.

• Identify opportunities where additional technology services could benefit customers and communicate these to account management.

• Communicate effectively with customers to understand their technical needs and requirements.

• Deliver excellent client service while resolving time-critical technical issues.

• Collaborate with internal teams to maintain and develop strong customer partnerships.

ABOUT YOU

• Minimum 4+ years of experience in a similar IT support or engineering role.

• Previous experience working within an IT Solution Provider or Managed Service Provider (MSP) environment.

• Microsoft AZ-104 certification or equivalent demonstrable experience.

• Demonstrable working knowledge across most of the following Azure and on-premises technologies:

  • Microsoft Azure

  • VMware

  • Active Directory

  • Microsoft Exchange Online and/or on-premises

  • Microsoft Intune

  • Conditional Access

  • Storage and Storage Area Networks (SAN)

• Experience supporting and troubleshooting complex IT environments.

• In-depth technical troubleshooting knowledge and problem-solving capabilities.

• Ability to work effectively in a fast-paced environment while managing competing priorities.

• Strong workload prioritisation and self-management skills.

• Excellent client service skills, including the ability to handle time-critical issues efficiently.

• Excellent written and verbal communication skills.

• A customer-focused approach with empathy for customer needs and requirements.

• A genuine interest in resolving IT issues and expanding technical knowledge.

• Willingness to collaborate with wider IT support teams.

• Enthusiasm for continued learning and professional development.

• VMware Certified Professional (VCP) certification is desirable.

WORKING HOURS AND SHIFT ARRANGEMENTS

Night Shift:

• Four days on / four days off rota.

• Working hours: 19:00–07:00 GMT.

Weekend Shift:

• Saturday, Sunday and Monday.

• Working hours: 07:00–19:00 GMT.