3rd line Engineer 24/7

Ekco; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Ekco in Cape Town is seeking a 3rd Line Engineer for the 24x7 Service Desk. You will design, implement and support advanced solutions across our support technologies; act as final escalation point for complex issues and drive automation.

This is a shift-based role with a 4-days on, 4-days off pattern and a requirement to work days or nights, including public holidays. You will mentor teams and contribute to governance and customer experience.

Qualifications

• 5+ years of remote support experience with Microsoft-centric environments.
• Strong proficiency in M365 administration and licensing.
• Experience with AVD, Remote Desktop, AD/Entra ID, Exchange Online.
• Hands-on with Intune, Group Policy, SharePoint, OneDrive and Teams.
• PowerShell scripting and familiarity with ITSM tools and CAB processes.
• VMware knowledge; on-prem networking experience is a plus.
• Relevant certifications MD-102/MS-700/SC-300 are desirable.

Responsibilities

• Receive calls, raise tickets, and guide customers via ITSM (FreshService).
• Act as final escalation point for incidents and requests through resolution.
• Raise, review, and approve change requests; attend CAB when needed.
• Lead root-cause analysis and Problem Management activities.
• Review solutions for improvements and cost efficiencies.
• Communicate progress and resolution clearly to customers with high satisfaction.
• Manage team and personal queues; ensure timely progress and updates.
• Collaborate with other teams to facilitate escalations and momentum.
• Create and share knowledge base articles with fixes and workarounds.
• Provide technical mentoring and guidance to the teams.

Skills

Microsoft 365

Azure AD / Entra ID

Microsoft AVD

Remote Desktop

Exchange Online

Intune

Group Policy

SharePoint / OneDrive

PowerShell

ITSM (FreshService)

VMware

On-Prem Networking

CAB & Change Management

Tools

FreshService

Job description

About Ekco

Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe! We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients’ existing technology investments. In a few words, we take businesses to the cloud and back! We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux, South Africa, Malaysia & Ireland.

About Ekco

Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe! We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients’ existing technology investments. In a few words, we take businesses to the cloud and back! We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux, South Africa, Malaysia & Ireland.

About The Role

As a 3rd Line Engineer on the 24x7 Service Desk, you will be the subject matter expert of our Service Desk team. Working from our Cape Town office and reporting to the 24x7 Manager, you will be responsible for designing, implementing and supporting advanced solutions across our support technologies. This role acts as the final escalation point for complex issues, drives automation and governance, and contributes to strategic initiatives that enhance our support services and customer experience.

This is a shift-based position, with a 4-days on, 4-days off pattern and a requirement to work either days or nights, including bank/public holidays.

Key Responsibilities

• Receive incoming calls from our customers, raising tickets, providing support and guidance over the phone and via our ITSM tool (FreshService).


• Act as the point of contact and final point of escalation for incidents and requests related to our services, supporting the full lifecycle of the tickets through to resolution.


• Raise, implement, review and technically approve change requests utilising the Change Management process, attending CAB when necessary.


• Lead root cause analysis and Problem Management activities working closely with the Problem Manager.


• Review customer solutions to identify potential improvements and cost efficiencies.


• Communicate clearly and professionally with customers, ensuring they are informed of progress and resolution, ensuring a high customer satisfaction.


• Managing and monitoring the team and your personal ticket queues, ensuring tickets are updated, progressed and resolved in a timely manner.


• Work hand in hand with other teams to facilitate smooth escalations and maintain momentum in resolution efforts.


• Drive the creation and use of knowledge base articles by documenting and sharing common workarounds and more complex fixes.


• Provide technical mentoring and guidance to the teams.

Essential Skills & Experience

• 5+ years of experience in remotely supporting our technologies, including;


• Microsoft 365 administration and licensing


• Microsoft AVD & Remote Desktop


• Microsoft Active Directory & Entra ID


• Microsoft Exchange & Exchange Online


• Microsoft Intune & Group Policy


• Microsoft SharePoint and OneDrive


• Microsoft Teams


• End-user Devices and Desktops


• On-Premise Networking
  
• VMware


• Customer centric with great people skills


• Proactive and positive approach to problem solving and client interaction


• Experience with PowerShell


• Experience with ITSM and remote support tools


• MD-102 or MS-700 or SC-300 or similar certification

Desirable

• Experience of virtualised Microsoft environments


• ITIL Foundations certification


• MS-102 certification

Personal Qualities

• Resilient to change


• Takes pride in providing a high level of service


• Strong attention to detail


• Ability to work under pressure and handle difficult situations


• Impeccable time management skills with the ability to prioritise effectively