Junior Support Engineer

1 week ago

Johannesburg, Gauteng, South Africa Dariel Full time R250 000 - R500 000 per year

Site Reliability Engineer - Level 1

(MSP – Frontline Operations)

The Site Reliability Engineer (SRE) is the first responder for MSP customers, ensuring incident management, triage, and resolution within SLA-defined timelines.

As the front-line escalation point, this role diagnoses, troubleshoots, and resolves cloud infrastructure issues, escalating complex incidents to specialized teams (Senior SREs, SecOps, FinOps, or Cloud Engineering) when required.

Key Responsibilities

  • Act as the first responder for MSP client incidents, providing rapid troubleshooting, diagnosis, and resolution within SLA timelines.
  • Triage incoming issues to determine whether they can be resolved directly or require escalation to specialized teams.
  • Monitor cloud environments using AWS CloudWatch, Datadog, and FreshService to detect performance, security, and availability issues proactively.
  • Maintain incident records, documenting resolution steps, escalation timelines, and root causes.
  • Collaborate with Senior SREs and internal teams to ensure seamless incident resolution and escalation workflows.
  • Participate in post-incident reviews, contributing insights to improve operational efficiency and prevent future incidents.
  • Provide 24/7 on-call support for one full week per month, ensuring availability for high-priority incidents and urgent operational needs.

Required Skills & Experience

  • 2+ years of experience in cloud operations, incident management, or a similar role, with hands-on AWS experience.
  • Strong knowledge of AWS core services (compute, networking, storage, IAM).
  • Hands-on experience with monitoring and logging tools (e.g., AWS CloudWatch, Datadog, ELK stack, Prometheus, Grafana).
  • Understanding of Kubernetes (ability to support containerized applications) is a plus.
  • Familiarity with incident management systems (e.g., FreshService) for tracking and responding to alerts.
  • Excellent troubleshooting and problem-solving skills, able to quickly determine root causes of issues.
  • Strong organizational and multitasking abilities, especially under pressure in fast-paced operational environments.
  • Good communication skills, ensuring clear documentation and effective collaboration with technical teams.
  • Familiarity with ITIL-based service management workflows is a plus.

Required Qualifications

  • AWS Certified SysOps Administrator OR AWS Solutions Architect Associate is a bonus
  • Terraform Associate Certification or equivalent hands-on experience (Preferred, but not required for front-line troubleshooting).
  • Experience working in an MSP or cloud operations team (Preferred).
  • Ability to work independently, prioritize incidents effectively, and escalate when necessary.

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