L3 Systems Engineer (JHB)

SUMMARY:
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POSITION INFO:
Senior Systems Engineer \/ L3 Support Engineer Position Summary We are seeking an experienced Level 3 (L3) Systems Engineer to act as the senior escalation point within our Managed Services team. The successful candidate will be responsible for complex technical troubleshooting, solution design, project implementation, security hardening, cloud infrastructure, Microsoft 365 administration, and client-facing technical leadership. This role requires a highly skilled engineer capable of operating independently, mentoring junior technicians, engaging directly with clients, and assisting with the delivery of strategic technology outcomes. Key Responsibilities Technical Escalations Act as the highest technical escalation point for Level 1 and Level 2 support teams. Troubleshoot complex infrastructure, server, cloud, networking, and security issues. Perform root cause analysis and implement permanent fixes. Lead critical incident response activities. Microsoft 365 & Cloud Advanced Microsoft 365 administration. Azure Active Directory \/ Entra ID management. Conditional Access and MFA deployment. Intune device management. Exchange Online administration and migrations. SharePoint Online administration. Teams Voice and collaboration solutions. Azure infrastructure administration and optimisation. Infrastructure Management Windows Server administration. Active Directory and Group Policy management. Hyper-V and VMware environments. Storage and backup solutions. Business continuity and disaster recovery planning. Hybrid-cloud infrastructure support. Network & Security Firewall configuration and troubleshooting. VPN deployment and support. VLAN and network segmentation. Wireless networking and site connectivity. Security monitoring and incident response. Endpoint Detection and Response (EDR) platforms. Vulnerability remediation and hardening. Project Delivery Execute infrastructure and cloud migration projects. Lead Microsoft 365 deployment and remediation projects. Implement cybersecurity improvements. Develop technical documentation and standards. Participate in client onboarding and environment assessments. Governance & Client Engagement Participate in technical governance meetings. Assist account managers and vCIO\/vCTO consultants with technical recommendations. Contribute to infrastructure roadmaps and strategic planning. Produce technical reports, diagrams, and recommendations. Engage directly with client stakeholders. Mentoring Mentor Level 1 and Level 2 engineers. Assist with technical training and knowledge transfer. Promote operational excellence and service quality. Minimum Technical Requirements Microsoft Required: Microsoft 365 Administration Exchange Online SharePoint Online Teams Entra ID Intune Windows Server Preferred Certifications: Microsoft Certified: Azure Administrator Microsoft 365 Certified: Administrator Expert Microsoft Security Certifications Infrastructure Required: Windows Server 2016\/2019\/2022 Active Directory DNS DHCP Hyper-V Preferred: VM qualification Azure Infrastructure Security Required: MFA Conditional Access Endpoint Security Backup & Recovery Preferred: CISSP Security+ SC-200 SC-300 SC-100 Networking Required experience with: FortiGate Ubiquiti Cisco VPN technologies Routing and switching Preferred certifications: NSE \/ Fortinet Certification CCNA or equivalent Experience Required Essential 5+ years in a senior infrastructure or MSP role. 3+ years supporting Microsoft 365 environments. Proven experience managing multiple client environments. Strong troubleshooting skills across cloud, infrastructure, and networking. Preferred MSP experience supporting 500+ endpoints across multiple clients. Experience with ISO 27001-aligned environments. Experience with ITIL-based service delivery. Experience delivering client-facing projects. Personal Attributes The ideal candidate will demonstrate: Strong problem-solving ability. Excellent communication skills. Professional client engagement. Attention to detail. Ownership mentality. Ability to work under pressure. Commercial awareness. Continuous learning mindset. Key Performance Indicators  KPI Measure Escalation Resolution >90% resolved without vendor intervention Project Delivery On time and within scope Client Satisfaction Positive client feedback Documentation Quality Complete and maintained Security Compliance Remediation targets achieved Knowledge Transfer Junior team development Nice-to-Have Technologies Microsoft & Cloud Microsoft Azure Microsoft Defender Suite Microsoft Sentinel PowerShell scripting Power Automate Microsoft Copilot for Microsoft 365 RMM & Service Delivery N-able N-central ConnectWise HaloPSA Datto RMM NinjaOne ManageEngine ServiceDesk Plus ManageEngine Endpoint Central IT Glue or Hudu documentation platforms Reporting & Analytics Zoho Analytics Microsoft Power BI SQL Reporting Services Dashboard and KPI development Copilot or any AI qualifications Backup & Disaster Recovery Ideal Candidate Profile \"We are looking for a technically strong, client-facing engineer who can comfortably move between Microsoft 365, Azure, security, networking, server infrastructure and project delivery. The candidate should be capable of acting as a trusted technical advisor to clients while providing leadership and mentoring within the support team.\"