After Hours Escalation Specialist - South Africa

Dedicated IT

Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named on CRN's 2022 Fast Growth 150 List, we are a household name in Healthcare IT. Our people-centric culture, amazing benefits and substantial year over year growth has positioned us as an employer of choice in the Managed Services space.

At Dedicated IT, we are invested in our employees. Their goals, growth, and success (both professional and personal) are a top priority. We offer career planning, career advancement opportunity, education/certification reimbursement, work/life balance, great benefits, and a people-focused culture.

We are searching for an Escalation Specialist to augment our After-Hours division and play a pivotal role in continued growth as we advance to being a top 5 privately owned (non private equity backed) MSPs in the United States.

Location: South Africa - 90 day contract to hire

Schedule: 8am to 7pm EST - Saturday to Tuesday

Salary: Up to 85k rand per month

Escalation Specialists serve as senior members of the Service Desk, responsible for resolving both complex and everyday technical issues. This role operates as the technical escalation point for Level 1 and Level 2 Support Technicians, ensuring advanced incidents are diagnosed, remediated, and documented with precision and urgency.

Escalation Specialists are highly customer focused technical experts who combine advanced troubleshooting capability with strong communication and mentorship skills. They are responsible not only for resolving escalated incidents but also for strengthening the technical maturity of the broader support team.

• Collaborate: Leave your ego at the door. None of us is as smart as all of us. Collaboration propels us toward our common goals in a way that benefits the company, its people, and its clients.
• Own: Take extreme ownership of your role and establish yourself as the go to person in your position. Go above and beyond to deliver the right results: when you think sending an email is enough, pick up the phone and CALL.
• Dedicate: Model dedication, reliability, and responsibility. Rise to challenges, follow through, improve interpersonal experiences with clients, partners, and colleagues. Position yourself to be the most dedicated on your team every day.
• Empathize: See things from different angles and place yourself in others' shoes. Display genuine interest in, care and concern for our clients, partners, and colleagues in every interaction. Observe with the intent to learn and actively listen with the intent to truly hear.

• Solve basic to advanced technical issues for a wide range of clients
• Assist in technical resolution efforts for critical outages, major incidents, and widespread service disruptions
• Handle both intermediate and advanced support tickets and work to resolve client issues within SLA and priority response targets
• Perform deep troubleshooting across infrastructure, systems, networks, security, and line of business applications
• Collaborate with Service Delivery Managers, Team Leads, and Engineering resources to restore service and prevent recurrence
• Provide clear, timely communication to stakeholders on ticket/issue resolution
• Create, maintain, and review detailed ticket documentation including remediation steps, root cause, and prevention recommendations
• Update and enhance technical documentation, knowledge base articles, and escalation runbooks
• Identify trends in escalations and recommend process, tooling, or training improvements
• Review escalated tickets for quality, completeness, and troubleshooting accuracy
• Engage directly with vendors and third party partners to drive resolution of advanced technical issues
• Support implementation and troubleshooting of business line applications, infrastructure platforms, and end user technologies
• Assist in Major Incident identification, response coordination, and post incident review
• Ensure all escalated cases receive proactive follow up and resolution closure
• Provide executive level updates to clients when appropriate
• Support onboarding and training of new technical employees, particularly in escalation handling and advanced troubleshooting methodology

• Ability to solve problems without specific instructional guidance
• Observe daily activities to learn overall IT Infrastructure, methods, and industry standards
• Assist clients with the installation of business line software and related services
• Train users in supported software & hardware
• Work with vendor support contacts to resolve technical problems with Equipment & software
• Ability to explain technical information in simple terms
• Intermediate to advanced experience supporting/troubleshooting:
• Workstation hardware
• Windows/Mac OS
• Mobile devices/MFA
• Desk phones and headsets
• Printers/Scanners
• SharePoint/OneDrive/365/Azure
• Active Directory/Entra ID
• DNS/DHCP
• NTFS/File permissions
• Firewall/VPN
• Network Infrastructure including switch config/VLAN segmentation
• Understanding of support tools, techniques, and technology used to provide client services
• Technical Writing and Documenting

• Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications - multiple preferred + relevant experience
• At least 4 years in a previous MSP help desk or relevant advanced role, required.
• Prior USA or UK MSP experience required
• Prior Healthcare IT experience preferred
• ConnectWise experience preferred
• Experience supporting medical clients, EMR, and HIPAA understanding preferred

Equal Employment Opportunity: Dedicated IT is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran's status, disability, sexual orientation, or any other characteristic protected by law.