Pietermaritzburg: L3 Support Engineer posted by Pronel Consultants

About the Role

We are seeking an experienced L3 Support Engineer to join our technical operations team. This role is the highest escalation point within Support and is responsible for resolving complex technical issues, ensuring service stability, and contributing to the design and delivery of technical solutions. The ideal candidate will have expert-level troubleshooting capability, deep knowledge across cloud, networking, and infrastructure technologies, and the ability to support consultancy and project delivery when required.

Key Responsibilities

• Resolve the most complex technical issues escalated from L2 teams.
• Lead root cause analysis (RCA) activities and deliver permanent solutions that prevent recurrence.
• Own and lead P1 incidents, ensuring rapid response, clear communication, and on-time RCA completion.
• Assist in the design, deployment, and improvement of client infrastructures, including cloud migrations, networking upgrades, and security enhancements.
• Support overflow tickets and assist with critical incidents to ensure continuity of service during peak periods or outages.
• Provide advanced support across routers, switches, firewalls (including Cisco Meraki, Cisco ISR, Cisco ASA, Cisco Small Business), and VPNs (site-to-site and point-to-site).
• Support Microsoft cloud and on-premise technologies such as Windows Desktop/Server, Exchange, Intune, RDS, Azure AD, Exchange Online, and Domain Controllers.
• Support extended Microsoft cloud stack including SharePoint, OneDrive, AutoPilot, Compliance and Security.
• Support additional cloud platforms including G-Suite, Egnyte, and Box.
• Work with vendors such as Sage, Salesforce, and SAP on behalf of clients, ensuring effective escalation and communication.
• Implement and enforce security best practices, support security incident response, and assist in compliance-driven initiatives.
• Create and maintain automation scripts (e.g., PowerShell, Intune) to streamline and enhance support processes.
• Maintain detailed incident, change, and solution documentation.
• Deliver internal training and mentor L1 and L2 engineers to strengthen team capability.
• Analyse trends from incidents, lead lessons-learned sessions, and implement long-term improvements to reduce repeat issues.
• Produce and deliver RFCs within client change management frameworks, ensuring minimal disruption and clear impact communication.
• Participate in the out-of-hours escalation rota when required.

Requirements

• Expert-level troubleshooting capability
• Deep knowledge across cloud, networking, and infrastructure technologies
• Ability to support consultancy and project delivery when required
• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Microsoft 365 Administrator (MS-102)
• Microsoft Certified: Security, Compliance and Identity Fundamentals (SC-900)
• Cisco Certified Network Associate (CCNA) or equivalent
• Backup certification or demonstrable experience (e.g., Veeam, Commvault, Datto)
• Microsoft Certified: SharePoint Administrator (MS-600)
• Mimecast certification or relevant experience

Qualifications

• Bachelor’s degree in IT, Computer Science, or related discipline
• ITIL v4 Certification
• Microsoft Certified: Enterprise Administrator Expert (MS-100, MS-101)
• Microsoft Teams Administrator (MS-700)

Salary & Benefits