Shaundré Marais
@shaundremarais
Remote L2 IT Support Engineer owning Microsoft 365, Windows, networking, VoIP/PBX and RMM issues across MSP clients, including a 400+ user SLA.
South AfricaWhat I'm looking for
I provide remote L2-style support across MSP-style business client environments, covering Microsoft 365, Google Workspace, Windows, VoIP/PBX, connectivity, DNS, VPNs, hosting, and end-user support.
I'm a primary support contact for a 400+ user SLA client across two locations and an internal escalation resource for complex 3CX, Yeastar, email, DNS, connectivity, and multi-system issues. I own tickets from diagnosis through resolution, communicate with stakeholders, document work, and coordinate escalations with vendors and upstream providers.
Alongside support work, I build and maintain WordPress, Elementor, HTML/CSS, JavaScript, and PHP websites for freelance clients. I also manage hosting, domains, SSL, migrations, backups, Ubuntu/Debian VPS environments, Docker, Nginx reverse proxies, and self-hosted tools including osTicket, Invoice Ninja, and n8n.
I'm continuing to develop Linux administration, RHCSA-aligned, automation, infrastructure, and cloud skills while bringing a practical, client-focused approach to every issue.
Experience
Work history, roles, and key accomplishments
Remote IT Support / Systems Support Engineer L2
Hosted Communications
Jan 2023 - Present (3 years 8 months)
Provides remote L2-style technical support across MSP-style client environments, owning tickets from diagnosis to resolution and acting as an internal escalation point for complex VoIP, email, and connectivity issues. Administers Microsoft 365, supports Windows environments, and troubleshoots networking and PBX systems.
Education
Degrees, certifications, and relevant coursework
North-West University
Bachelor of Science, Information Technology
Completed approximately two years of coursework in Information Technology, covering programming, Java, C#, databases, systems, and foundational IT concepts.
North-West University
Bachelor of Engineering, Chemical Engineering
Completed approximately three years of coursework in Chemical Engineering, strengthening analytical, mathematical, and structured problem-solving skills.
High School Sentraal
National Senior Certificate, General
Completed National Senior Certificate (Matric / Grade 12).
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Social media
Job categories
Skills
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