Technical Support Engineer (3Rd Line)

Technical Support Engineer (3rd Line) – Cape Town.Join a high-performing technical team providing advanced IT support and infrastructure solutions to clients across the South Africa, UK, Europe, Asia, and the US.If you're a skilled and ambitious 3rd Line Support Engineer looking to do more than just ticket support, this opportunity offers exposure to complex projects, architecture design, presales, and more.A Managed Services Provider known for their collaborative, tight-knit team and a strong emphasis on learning and growth.
You'll be working in a fast-paced, rewarding environment where initiative, ownership, and excellent service delivery are highly valued.What You'll Be Doing:Provide technical support across global client environments (via phone, email, remote, and onsite in SA).Troubleshoot and resolve hardware issues, including working with third-party vendors to resolution.Support, maintain and upgrade Microsoft environments (Cloud & On-Prem), virtualization, and backup systems.Assist with planning and implementing IT infrastructure projects, including site network builds, upgrades, and security deployments.Work closely with the professional services team on complex issues and rollouts.Participate in technical presales and solution design conversations.Maintain clear documentation and network diagrams for systems, procedures, and configurations.Ensure excellent service delivery by working flexible hours aligned with international client support needs.You'll Work on Projects Like:Building Hyper-V high-availability replication environmentsDesigning and implementing secure, scalable networksUpgrading and modernizing server environmentsIdentifying and resolving network performance bottlenecksBuilding new office IT infrastructure setupsManaging change requests and system improvementsWhat You Bring to the Table:3–4+ years of solid 3rd Line Support experienceStrong knowledge of:Microsoft Active Directory, Group Policy, DNS, DHCPHyper-V, virtualization, and infrastructure maintenanceBackup technologies (Veeam, MSP360, LiveVault – Cloud & On-Prem)Networking (VLANs, VPNs, Firewalls, IP routing, cyber security)Wireless networking and endpoint protectionMicrosoft Server (2012R2–2022), and Microsoft Desktop OSM365 Suite, Azure (AWS/Google Cloud knowledge advantageous)SIP/IP Telephone systemsExperience with compliance, documentation, and client-facing engagementDesirable Extras:Certifications: Microsoft 365, FortiGate, HP, Dell, SonicWallExperience with: Autotask PSA/RMM, Microsoft SharePoint configurationPresales and project management exposureSoft Skills & Cultural Fit:Positive, proactive, and ambitious attitudeCalm under pressure, detail-oriented, and highly organizedStrong troubleshooting and time management skillsPresentable, articulate, and excellent with client communicationWilling to go above and beyond for clients and team successTeam player who thrives in a collaborative and dynamic environmentWhy Join Us?Work with a close-knit, highly technical team that values learning and mutual supportHybrid work flexibility with regular in-person connectionInvolvement in a wide variety of technologies, projects, and client challengesReal opportunities for professional growth and internal progressionCulture of continuous learning, mentorship, and career development
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