SUMMARY:
Remote
POSITION INFO:
Job Title: 3rd Line Support Engineer (Remote)
Salary: R30 000.00 - R31 000.00 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.
