Tier 3 IT Support Engineer – Cape Town

BDR Voice & Data Solutions Limited; Stratford-upon-Avon; On-site; GBP 45,000 - 65,000; Full time

Job summary

BDR Group is seeking an experienced Tier 3 IT Support Engineer in Stratford-upon-Avon to act as a senior escalation point for complex incidents and service issues. You will support and drive improvements across infrastructure, networking, and cloud services, ensuring exceptional customer outcomes.

Work with Tier 1/2 teams, create thorough documentation, and contribute to platform upgrades within a fast-paced, customer-focused environment that values quality and teamwork.

Qualifications

• Proven experience in a Tier 3 IT Support, senior escalation, or advanced technical support role.
• Strong troubleshooting experience across Microsoft environments, infrastructure, and networking.
• Excellent communication skills and the ability to remain calm and focused under pressure.
• A proactive, team-oriented approach with a genuine passion for delivering great outcomes for customers.

Responsibilities

• Act as the senior technical escalation point for complex support incidents and service requests
• Troubleshoot and resolve advanced issues across infrastructure, networking, systems, and cloud services
• Support major incident management, ensuring effective communication, ownership, and technical resolution
• Identify root cause and implement long-term fixes to improve stability and performance
• Work closely with Tier 1 and Tier 2 teams to provide technical guidance and knowledge sharing
• Create and maintain high-quality technical documentation, knowledge articles, and support procedures
• Contribute to service improvement initiatives, platform upgrades, and operational best practice
• Deliver a consistently high standard of customer service in line with our commitment to excellence

Skills

Troubleshooting

Customer-focused

Strong communication

Tools

Windows Server

Microsoft 365/Azure

Active Directory/Entra ID

DNS/DHCP/TCP-IP

VPNs & Firewalls

VMware/Hyper-V

Endpoint Management

Job description

Job description

At BDR Group, we deliver first-class technology solutions through highly trained technical teams, a strong commitment to customer service, and a culture built around excellence, teamwork, and long-term growth. As a family-run business, we take pride in creating an environment where people can thrive, develop, and make a real impact.

We are looking for an experienced Tier 3 IT Support Engineer to join our technical support function and act as a senior escalation point for complex incidents, service issues, and problem management activity. This is an exciting opportunity for a technically strong, customer-focused professional who enjoys solving challenging problems and helping deliver exceptional service every day.

The Role

As a Tier 3 IT Support Engineer, you will play a key role in maintaining service quality across customer environments by resolving high-level technical issues, supporting critical incidents, and working closely with wider support and infrastructure teams to drive continuous improvement.

Key Responsibilities

• Act as the senior technical escalation point for complex support incidents and service requests
• Troubleshoot and resolve advanced issues across infrastructure, networking, systems, and cloud services
• Support major incident management, ensuring effective communication, ownership, and technical resolution
• Identify root cause and implement long-term fixes to improve stability and performance
• Work closely with Tier 1 and Tier 2 teams to provide technical guidance and knowledge sharing
• Create and maintain high-quality technical documentation, knowledge articles, and support procedures
• Contribute to service improvement initiatives, platform upgrades, and operational best practice
• Deliver a consistently high standard of customer service in line with our commitment to excellence

What We're Looking For

• Proven experience in a Tier 3 IT Support, senior escalation, or advanced technical support role
• Strong troubleshooting experience across Microsoft environments, infrastructure, and networking
• Good knowledge of technologies such as:
• Windows Server
• Microsoft 365 / Azure
• Active Directory / Entra ID
• DNS, DHCP, TCP/IP, VPNs and firewalls
• Virtualisation platforms such as VMware or Hyper-V
• Endpoint and device management tools
• Experience working within a fast-paced support environment with a strong service mindset
• Excellent communication skills and the ability to remain calm and focused under pressure
• A proactive, team-oriented approach with a genuine passion for delivering great outcomes for customers

Why Join BDR Group?

At BDR Group, you'll be joining a business that values quality, integrity, teamwork, and personal development, and one that aims to provide a fun, safe and accepting place to work with real opportunities for growth. Public careers messaging also highlights structured development, mentorship, and a supportive team environment.

What We Offer

• Career development within a growing and forward-thinking business
• Ongoing training, support, and opportunities to expand your technical expertise
• A collaborative, supportive, and high-performing team environment
• The chance to work with a business that values excellence in service and long-term customer relationships