Offices in Sunninghill 

Office Hours  07h30 to 17h00 

Transport is vital as the person may be required to go to our client's sites. 

South Africa-based (Johannesburg preferred close proximity to Sunninghill) with eligibility to work in ZA. 

Required Skill Set (Advanced Level) 

A Tier 3 IT Engineer is responsible for handling the most complex technical issues, performing deep troubleshooting, and providing advanced support for infrastructure, networks, and applications. They often collaborate with developers, system architects, and vendors to resolve critical incidents. Their Key Performance Indicators (KPIs) should focus on advanced troubleshooting, problem resolution, and strategic contributions.

KPIs for a Tier 3 IT Engineer

1. Advanced Troubleshooting & Problem Resolution

• Mean Time to Resolve (MTTR) – The average time taken to resolve high-complexity incidents.
  
• Escalation Rate to External Vendors/Developers – Percentage of cases that require external support.
  
• Problem Resolution Efficiency – Percentage of issues permanently resolved without recurrence. 
  
• Root Cause Analysis (RCA) Completion Rate – Percentage of critical incidents analyzed with RCA documentation.
  
• Bug Fixing & Patch Implementation Success Rate – Number of software/hardware fixes successfully applied. 
  

2. Infrastructure & System Performance

• System Uptime & Availability – Percentage of time key systems remain operational.
  
• Proactive Issue Identification Rate – Number of potential failures identified and prevented.
  
• Performance Optimization Success Rate – Improvements made to network, servers, or databases. 
  

3. Security & Compliance

• Security Incident Resolution Time – Time taken to resolve security-related issues.
  
• Compliance Audit Pass Rate – Percentage of successful audits with no major findings.
  
• Vulnerability Patch Deployment Time – Speed of applying critical security patches. 
  

4. Collaboration & Knowledge Sharing

• Escalation Quality & Completeness Score – Ensuring escalated issues contain complete troubleshooting details.
  
• Internal Training & Mentoring Sessions Conducted – Number of knowledge transfer sessions for Tier 1 & 2 engineers.
  
• Documentation & Knowledge Base Contribution – Number of new or updated articles on complex troubleshooting.
  

5. Customer & Business Impact

• Customer Satisfaction Score (CSAT) – Average feedback rating from stakeholders.
  
• Impact Reduction on Business Operations – Measured by decreased downtime or disruptions.
  
• Strategic IT Initiatives Participation – Contribution to projects like automation, cloud migration, or system upgrades.