3rd Line IT Support Engineer

MindMatch Consulting; Cape Town; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A technology consulting firm in Cape Town seeks a 3rd Line Support Engineer to resolve technical issues, mentor team members, and improve service standards. This role requires excellent English communication skills, a proactive attitude, and a minimum of 5 years in IT services. Successful candidates will possess strong technical expertise in cloud services and networking. Benefits include exposure to advanced IT solutions and potential for career progression.

Qualifications

• Minimum of 5 years' experience in an IT service environment.
• Ability to prioritize and handle multiple tasks simultaneously.
• In-depth knowledge of Windows Operating Systems (Desktop and Server).

Responsibilities

• Providing remote support via tickets to resolve customer issues.
• Owning complex issues until resolution.
• Researching and identifying solutions to complex hardware and software issues.

Skills

Strong influencing and interpersonal skills

Excellent customer service skills

Proactive, can-do attitude

Hands-on technical experience

Excellent verbal and written English skills

Education

Diploma or degree in IT, Computer Science, or related field

Tools

VMWare / Hyper-V

Microsoft Azure

Microsoft 365 Administration

Active Directory

Network devices knowledge

Job description

As a 3rd Line Support Engineer, you will be the escalation point for customers’ technical issues. You’ll be investigating challenging problems, diving deep into tickets to help resolve our customers’ queries. Working with the latest technologies, including server and storage hardware, virtualised environments, and Cloud services, you will communicate with customers at all levels, translating between the technical and non-technical worlds.

You’ll be prepared to suggest improvements to identify root causes, work to advance technical solutions, and reduce recurrence of issues. No two days are the same, so expect to be challenged in a fast-paced and enjoyable environment.

You will need to be a clear, confident, and professional communicator. You will play a key role in the team, helping us meet our high service standards. This role offers exposure to our extensive portfolio of IT products and services, supporting your knowledge and career progression. You should demonstrate excellent customer service skills and possess strong IT knowledge across a range of products.

If you want to further your career within a vibrant and fast-paced organization, this is the role for you.

Responsibilities:

1. Providing remote support via tickets to resolve customer issues, acting as an escalation point for 1st & 2nd Line Engineers.
2. Owning complex issues until resolution, providing technical support via telephone, email, and remote access.
3. Overseeing remote monitoring escalation tickets.
4. Researching and identifying solutions to complex hardware and software issues.
5. Gaining in-depth understanding of virtualised solutions, Cloud services such as Azure, Microsoft 365, networking, and firewalls.
6. Prioritising and managing multiple open tickets, monitoring responses and SLA deadlines.
7. Following up with clients to ensure their systems are fully functional after troubleshooting.
8. Maintaining up-to-date customer documentation and processes.
9. Mentoring and guiding other team members.
10. Staying current with emerging technologies and industry best practices to continually improve IT environments.

Experience / Skills Required:

• A minimum of 5 years' experience in an IT service environment.
• Hands-on technical experience.
• Excellent verbal and written English skills.
• Strong influencing and interpersonal skills, capable of communicating at all levels.
• Ability to prioritize and handle multiple tasks simultaneously.
• Flexibility and commitment to meet business needs.
• Highly organized with excellent time management and attention to detail.
• Willingness to learn new products and technologies.
• A proactive, can-do attitude.
• In-depth knowledge of Windows Operating Systems (Desktop and Server).
• Microsoft 365 Administration and Microsoft Intune.
• Experience with Server Administrative Tools (Active Directory, Group Policy).
• Knowledge of firewalls, switches, and network devices.
• Understanding of networking protocols (TCP/IP, DNS, DHCP, VLAN) and VPN systems.
• Experience with Microsoft Azure (AVD, FSLogix, Entra ID).
• Expertise in VMWare / Hyper-V and Citrix.

Beneficial Experience / Skills:

• Development of automation and scripting skills.
• Experience with infrastructure as code (e.g., Terraform).
• Managing complex networks and infrastructure.

Certifications That Would Be Beneficial:

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