3rd Line Technical Support Engineer (CPT Hybrid)

3rd Line Technical Support Engineer (CPT Hybrid) - IT - Support
Cape Town - Western Cape - South Africa

ENVIRONMENT

Our client is a thriving Managed Service Provider company dedicated to achieving excellence in the IT industry. Their team is looking for a 3rd Line Technical Support Engineer with at least 7‑8 years experience, to support their client remotely as well as onsite when required. Their team is very technical, and you will have many opportunities to get involved in, not just technical support, but also project work, maintenance, upgrades, and other aspects of the business.

DUTIES

• Provide 1st to 3rd Line Support via email, phone, and remote support to their clients based in the UK, SA, Europe, Asia, and the US.
• Visit customer sites / offices to troubleshoot, configure and implement various IT solutions and services. (SA)
• Troubleshoot and fix various IT hardware related issues, including liaising with 3rd party vendors through to resolution.
• Troubleshoot, diagnose, and fix most Microsoft technologies (Cloud & On Premise) as well as third party applications / systems.
• Work directly with Senior Engineers, to resolve complex issues as well as assist in project roll outs.
• Be willing to work flexible hours to provide support for clients in the UK, SA Europe, US, and Asia. (On‑Call Rota)
• Maintain documentation for all systems (hardware / software / network diagram).
• Provide excellent service to all customers and be willing to go the extra mile.
• Assist with technical presales, design, and project planning.

Examples of tasks to be executed in this role

• Building Hyper‑V high availability replication environment.
• Building high availability network security appliances.
• Upgrading server environments for modernization.
• Troubleshooting entire networks to locate potential performance bottlenecks.
• Build new site office networks.
• Change request management.

REQUIREMENTS

• Microsoft Active Directory, Group Policy, DHCP and DNS.
• Extensive experience in Network Technology VLAN, VPNs, Firewalls, Cyber Security, and IP routing protocols.
• Extensive understanding in Wireless network technologies.
• Extensive experience in Back‑up technologies (e.g., Veeam, MSP360, LiveVault.) (Cloud and on Premise).
• Virtualization technologies (Hyper‑V).
• Extensive experience in infrastructure maintenance and alerting routines. (Ensure system integrity and minimization of down time).
• Excellent understanding in Enterprise endpoint protection services and products.
• Current Microsoft Desktop operating systems.
• Microsoft Server 2012R2, 2016, 2019, 2022.
• Cloud Platforms (M365 Suite, Azure, AWS & Google Cloud) - Working knowledge of AWS and Google cloud preferred but not essential.
• Good understanding of SIP/IP Telephone Systems.
• Experience with Policies, Procedures, Training, Compliance requirements.
• Exchange online.
• SharePoint online.
• Entra and Intune.

Desirable Certifications / Skill / Experience

• Microsoft 365, HP, FortiGate, SonicWall, Dell Certifications/Experience.
• Autotask PSA and RMM.
• Microsoft SharePoint Configuration.
• Project Management experience.
• Presales experience preferred but not essential.

ATTRIBUTES

• A great attitude.
• Ambitious.
• Be a team player.
• Willing to occasionally work outside of normal working hours.
• Excellent troubleshooting skills.
• Be cool, calm and collected in a sometimes pressured and fast paced environment.
• Can work with strict deadlines.
• Detailed orientated.
• Must be a self‑starter and have excellent time keeping management skills.
• Presentable and excellent customer facing, communications and phone skills.
• Enthusiastic, ability to motivate others and a positive willingness to get involved.
• Liaising with external suppliers.

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