24/7 3rd Line Engineer - Cloud Support & Automation

Ekco; Cape Town; On-site; ZAR 520,000 - 780,000; Full time

Job summary

Ekco is seeking a 3rd Line Engineer on the 24x7 Service Desk, based in our Cape Town office, to design, implement and support advanced solutions across our service desk technologies. You will be the final escalation point for complex issues and drive automation and governance.

This shift-based role follows a 4 on/4 off cycle, with days or nights and coverage on bank/public holidays. You will mentor teammates, manage tickets end-to-end and collaborate with cross-functional teams to improve

Qualifications

• 5+ years of experience in remotely supporting our technologies.
• Proficient with Microsoft 365 administration, AVD, AD/Entra ID, Exchange Online, Intune and GP.
• Experience with ITSM tools and remote support platforms.

Responsibilities

• Receive incoming calls, raise tickets, provide support and guidance via phone and ITSM tool.
• Act as final escalation point for incidents and requests across services.
• Raise, review and approve change requests using Change Management; participate in CAB.
• Lead root cause analysis and Problem Management with the team.
• Review customer solutions for potential improvements and cost efficiencies.
• Communicate progress and resolution to customers to ensure high satisfaction.
• Manage and monitor ticket queues to ensure timely progress and closure.
• Collaborate with other teams to facilitate escalations and momentum in resolution.
• Drive knowledge base creation with workarounds and fixes.

Skills

Microsoft 365 administration

Microsoft AVD

Active Directory

Entra ID

Exchange Online

Intune

Group Policy

SharePoint & OneDrive

Teams

End-user Devices & Desktops

On-Premise Networking

VMware

PowerShell

ITSM

FreshService

MD-102 or MS-700 or SC-300

Tools

FreshService ITSM

Job description

Ekco is seeking a 3rd Line Engineer on the 24x7 Service Desk, based in our Cape Town office, to design, implement and support advanced solutions across our service desk technologies. You will be the final escalation point for complex issues and drive automation and governance.

This shift-based role follows a 4 on/4 off cycle, with days or nights and coverage on bank/public holidays. You will mentor teammates, manage tickets end-to-end and collaborate with cross-functional teams to improve