Role Description Rekall Technologies is seeking a highly skilled Systems Engineer (Projects & Support Escalations) to join our remote technical team. This role blends advanced Level 3 support responsibilities with full lifecycle project engineering, including client onboardings, infrastructure upgrades, and internal initiatives. The ideal candidate is an experienced engineer capable of handling complex escalations, managing multiple projects at once, maintaining proactive communication with clients and internal teams, and delivering a consistently outstanding technical and customer experience. Duties & Responsibilities - Key Responsibilities – Support Escalations - Serve as the primary Level 3 escalation point for complex technical issues from Level 1 and Level 2 engineers. - Troubleshoot and resolve advanced issues involving servers, networks, firewalls, cloud platforms, and security systems. - Manage and prioritize your escalation queue while maintaining clear and timely communication. - Perform root-cause analysis and implement long-term fixes to improve client environments. - Support and guide junior engineers by providing technical leadership and knowledge sharing. - Key Responsibilities – Project Engineering - Plan, coordinate, and deliver IT projects from start to finish, including: - New client onboardings - Infrastructure upgrades - Cloud migrations - Internal technical initiatives - Conduct weekly client project calls to review status, milestones, and next actions. - Work closely with: - Strategic Account Managers (SAMs) - Rekall’s Project Director - Engineering teams - Maintain clear project documentation and timelines for all assigned work. - Perform complete remote network audits to identify misconfigurations, risks, and improvement areas. Qualifications - Microsoft 365 administration, migrations, and CPS transfers - VMware ESXi / vSphere server builds and virtualization management - Windows Server, domains, Active Directory, Entra ID, Azure AD - Azure experience (VMs, identity, storage, security policies) - Desktop setup and deployment standards - DNS configuration, troubleshooting, and management - Backup services (image-level, cloud-based, disaster recovery workflows) - 365 security: MFA, conditional access, compliance, Secure Score - SSL VPN configuration, troubleshooting, and firewall familiarity - RDS/Terminal Server environments: optimization and issue resolution - SQL Server fundamentals and troubleshooting - Network troubleshooting across switching, routing, ISPs, and remote environments Requirements - Strong organizational and multitasking abilities; able to manage several projects and escalations simultaneously. - Ability to conduct full remote audits across network, cloud, server, and security layers. - Strong professional presence with dependable follow-through and accountability. - Comfortable working independently within a structured MSP environment. - Familiarity with ConnectWise for project management is a plus. - Experience with Monday.com CRM is also considered a valuable bonus. Benefits - Package & Remuneration: R500,000 - R700,000 per year