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3rd Line Support Engineer

3rd Line Support Engineer

The Legends AgencyWorkFromHome, Western Cape, South Africa
30+ days ago
Job description

Job Title : 3rd Line Support Engineer (Remote)

Salary : R - R per month

About the Company :

Join a rapidly growing Professional Managed Services Provider delivering proactive and on-demand IT support services, cutting-edge technology solutions, and expert project management & consultancy. The company also specialises in Cyber Security testing, prevention, and certification services, serving a diverse range of industries across London and surrounding counties.

About the Role :

We are looking for a highly skilled 3rd Line Support Engineer to act as a key escalation point for technical issues. You will play a crucial role in resolving complex IT challenges, supporting internal teams, and ensuring high-quality service delivery to clients.

Key Responsibilities :

  • Act as the 3rd line escalation point, ensuring prompt resolution of technical issues escalated by 2nd line support engineers and project / account managers.
  • Diagnose and resolve software and cloud infrastructure challenges, including VPN, Microsoft 365, Azure, Acronis, Veeam, Windows Server, Hyper-V, Defender for 365, and more.
  • Identify and fix hardware and network issues, covering firewalls, routers, networking devices, and on-premises servers.
  • Oversee and manage website hosting services, providing escalation support for CMS and hosting-related troubleshooting.
  • Stay updated with current technologies and share insights with the team.

Technical Expertise Required :

  • Microsoft Azure : Configuration, management, and troubleshooting of virtual environments.
  • Microsoft 365 : Tenant configuration, including Exchange Online and SharePoint Online.
  • Virtualisation : Strong knowledge of Microsoft Hyper-V and virtualisation principles.
  • Backup Solutions : Experience with Acronis and Azure Backup.
  • Firewalls : Configuration and troubleshooting of hardware firewalls (WatchGuard, Unifi, and SonicWall experience is a plus).
  • Cyber Security : Familiarity with Defender for 365, third-party spam filtering products, and Cyber Essentials certification requirements.
  • Antivirus Solutions : Experience with ESET solutions is beneficial.
  • Website Hosting Maintenance : DNS changes, website migration, and troubleshooting.
  • IT Project Delivery : Proven track record in managing and delivering IT projects across a broad scope.

    • Additional Requirements :

  • Strong MSP background, with experience spanning from 1st to 3rd / 4th line roles.
  • Familiarity with RMM (Remote Monitoring & Management) and ticketing systems.
  • Certifications : At least two professional certifications from Microsoft 365 or Azure Administrator / Intermediate series (e.g., MS-102, AZ-104).
  • Home Office Setup : A private, reliable, and uninterrupted workspace with fast and stable internet connectivity (company-provided equipment will be used).

    • Personal Attributes :

  • Customer-focused and approachable Passionate about providing excellent support.
  • Strong communicator Fluent in English, with a professional and clear telephone manner.
  • Reliable and team-oriented Punctual, accountable, and a strong team player.
  • Proactive and committed Always goes the extra mile to ensure tasks are completed efficiently and effectively.
  • Career-minded Looking for long-term stability within a dynamic and growing company.

    • If you are a technically skilled, proactive, and customer-driven IT professional, wed love to hear from you!

    Apply today to join our forward-thinking team and take your career to the next level!

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    Support Engineer • WorkFromHome, Western Cape, South Africa