Level 3 Engineer (Support & Projects)

We are seeking a highly capable and customer-focused Level 3 Engineer to join our Service Team in providing effective remote and telephone based technical support to our customers. You'll be a key escalation point for technical issues, contribute to project deployments to ensure the smooth transition into BAU, and be a key thought leader on how we can enhance the service we offer to clients. This is a hands on role ideal for someone who thrives in a fast paced, multi client environment utilising skills across the Microsoft and Azure stacks, with a solid background in networking and security. Your initiative will be crucial in shaping the Service Delivery Team and providing technical guidance to other engineers on the team. This role will be working for a US based MSP. Around half of your time in this role, you will be acting as the lead engineer / technical account manager for a large bio tech customer; the remainder time will be spread across other US based businesses.

Job Type: Permanent, full time, fully remote. Working Hours: 3pm - 12am SAST (possibly changing to 1pm - 10pm SAST after training). Salary: R52,000 plus R2,000 benefits.

• Strong communication skills and confidence dealing directly with clients and third party vendors - providing clear, professional communication throughout the support process; challenge where appropriate.
• At least 3 years' experience as a level 3 support engineer - ideally within a Managed Service Provider or similar multi client environment - resolving technical issues escalated from Level 1 and 2 engineers.
• Experience supporting project delivery into BAU, including migrations, new infrastructure deployments, and cloud transitions.
• Advanced skills with Microsoft technologies including Microsoft 365, Azure AD, Entra, InTune, Windows Server, Active Directory, and PowerShell.
• Experienced in network implementation and configuration including Fortinet and Cisco Firewalls, Switching and Wireless Access Points. Should understand expert level concepts including routing, firewall rules, secure configuration and VLAN management.
• Experience using a ticket management system (such as ConnectWise).

• Microsoft Certifications: AZ 104, MS 100, MS 101, or legacy MCSA/MCSE.
• Microsoft 365 Administrator Expert.
• CompTIA Network+ or Security+.
• Cisco CCNA.
• Experience of using a helpdesk/ticketing system (such as ConnectWise).
• Product related certifications (VMWare, Citrix, Hyper V, SCCM, Azure, etc).
• Experience of owning and managing services at a third line level, improvement plans, and developing services beyond just fixing issues.
• Solid understanding of core networking concepts including VLANs, DNS, DHCP, VPNs, and firewall management.
• Knowledge of ITIL practices (or similar frameworks) and service management.

• Access to company funded training and development opportunities.
• Cross border collaboration with leading MSPs and our colleagues across the globe.
• Learning and exposure to the latest technologies.
• A workplace that's committed to diversity, equity, inclusion, and belonging culture.
• Remote working - full work kit is supplied by us.