Cape Town City Centre: L3 Engineer

About the Role

The L3 Engineer role is a senior escalation and troubleshooting position within our UK-based Managed Services Provider’s technical operations in Cape Town, supporting its customer base. As part of continued growth, we are expanding our team to deliver exceptional IT support, cybersecurity, cloud, communications, and connectivity solutions.

Key Responsibilities

• 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
• Researching and identifying solutions to complex software and hardware issues
• Providing in-depth understanding of virtualised solutions, Cloud services such as Azure, Microsoft 365, Networking and firewalls
• Prioritising and managing several open tickets at one time, monitoring responses and any upcoming SLA events
• Following up with clients to ensure their IT systems are fully functional after troubleshooting
• Ensuring customer processes and documentation are kept up to date
• Mentoring and providing guidance to other team members
• Staying current with emerging technologies and industry best practices to continually improve the IT environments

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

Qualifications

• A diploma or degree in Information Technology, Computer Science, or a related field
• CompTIA A certification
• CompTIA N certification
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) certification
• Microsoft Certified: Azure Administrator Associate (AZ-104) certification

Salary & Benefits

The salary for this role is R25 000 – R30 000 per annum, with a comprehensive benefits package including medical aid, provident fund, and income protector benefits.