Cape Town City Centre: L3 Engineer

Roles and Responsibilities Reports to: Service Desk Manager Working hours: Mon-Fri 8:00-18:00 (UK time) shifted weekly. Salary: R25 000 R30 000 basic salary Medical Aid, provident fund, income protector benefits Location: Cape Town (SA) Our client is a UK-based Managed Services Provider with nearly 25 years of delivering IT support, cybersecurity, cloud, communications, and connectivity solutions. As part of continued growth, the company is expanding its technical operations in Cape Town to support its UK-based customer base. Job Overview The L3 Support Engineer is a senior escalation and troubleshooting role within an MSP environment, responsible for resolving complex technical incidents that cannot be resolved by L1 or L2 teams. The role involves deep technical troubleshooting and root cause analysis across servers, end-user hardware, software, Microsoft 365, Azure, Windows Server, virtualised environments (VMware/Hyper-V), networking (LAN/WAN, firewalls, VPNs), backup and security solutions across multiple customer environments. You will implement permanent fixes, recommend infrastructure and process improvements, and help reduce recurring incidents while providing guidance and technical leadership to L1/L2 engineers. The role requires strong experience in hands-on MSP support, customer-facing communication, and maintaining high service standards in a fast-paced, multi-client environment. Duties (include but not be limited to): Providing remote support via tickets raised to resolve customer issues, acting as an escalation point for 1st & 2nd Line Engineers Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote access. Overseeing remote monitoring escalation tickets Research and identify solutions to complex software and hardware issues. Provide in depth understanding of virtualised solutions, Cloud services such as Azure, Microsoft 365, Networking and firewalls. Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events. Follow up with clients to ensure their IT systems are fully functional after troubleshooting. Ensuring customer processes and documentation are kept up to date. Mentor and provide guidance to other team members Stay current with emerging technologies and industry best practices to continually improve the IT environments. Minimum Requirements A minimum of 5 years’ experience in an IT Service environment High level of technical experience gained in a hands-on-role Excellent verbal & written English Robust influencing and interpersonal skills with the ability to communicate at all levels Ability to prioritise and handle multiple assignments at any given time Be flexible and able to commit the time required to get the job done in line with business needs In depth Windows Operating System knowledge (Desktop and Server) Microsoft 365 Administration Microsoft Intune Server Administrative Tools (Active Directory, Group Policy) Firewalls & Switches Network Devices Networking protocols (TCP/IP, DNS, DHCP and VLAN) and VPN Systems Microsoft Azure (AVD, FSLogix and Entra ID) VMWare / Hyper V expert Citrix Beneficial experience / skills: Demonstrable development of automation and scripting Experience in infrastructure as code (Terraform etc) Management of complex networks / infrastructure Highly organised with excellent time management skills and attention to detail Desire to learn new products and technologies Can-do attitude Beneficial Certifications: A diploma or degree in Information Technology, Computer Science, or a related field. CompTIA A CompTIA N Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) Microsoft Certified: Azure Administrator Associate (AZ-104) What the company offers: Competitive Salary with benefits A dynamic and supporting work environment with opportunities for career growth Friendly and inclusive Culture Please note: Only shortlisted candidates will be contacted Employment Details Employment Type: Permanent Employment Industry: Technology Companies Work space preference: Work Onsite Ideal work province: Western Cape Ideal work city: Cape Town Salary bracket: R 25000 – 30000 Drivers License: CODE B (Car) Own car needed: Yes