3rd Line IT Support Engineer

MindMatch Consulting; Cape Town; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading company in IT consulting is seeking a 3rd Line Support Engineer to act as an escalation point for technical issues. The role involves troubleshooting complex problems, mentoring team members, and ensuring high service standards in a dynamic environment. Ideal candidates will have strong technical skills, excellent communication abilities, and a commitment to customer service.

Qualifications

• Minimum of 5 years' experience in an IT Service environment.
• Hands-on technical experience required.
• Strong influencing and interpersonal skills.

Responsibilities

• Providing remote support via tickets to resolve customer issues.
• Taking ownership of complex issues to resolution.
• Researching and identifying solutions to complex software and hardware issues.

Skills

Communication

Customer Service

Problem Solving

Technical Support

Organisational Skills

Education

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

Tools

Windows Operating System

Microsoft 365

Active Directory

VMWare

Microsoft Azure

Networking protocols

Job description

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

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

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

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

Responsibilities :

The key duties include but are not limited to :

1. Providing remote support via tickets to resolve customer issues, acting as an escalation point for 1st & 2nd Line Engineers
2. Taking ownership of complex issues to resolution through technical support via telephone, email, and remote access
3. Overseeing remote monitoring escalation tickets
4. Researching and identifying solutions to complex software and hardware issues
5. Providing 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 events
7. Following up with clients to ensure their IT systems are fully functional after troubleshooting
8. Maintaining up-to-date customer processes and documentation
9. Mentoring and guiding other team members
10. Staying current with emerging technologies and industry best practices to improve IT environments

Experience / skills required

• Minimum of 5 years' experience in an IT Service environment
• Hands-on technical experience
• Strong influencing and interpersonal skills; able to communicate at all levels
• Ability to prioritise and handle multiple tasks simultaneously
• Flexibility and commitment to meet business needs
• Excellent organisational and time management skills with attention to detail
• Willingness to learn new products and technologies
• In-depth Windows Operating System knowledge (Desktop and Server)
• Microsoft 365 Administration
• Server Administrative Tools (Active Directory, Group Policy)
• Firewalls & Switches
• Network Devices
• Networking protocols (TCP/IP, DNS, DHCP, VLAN) and VPN Systems
• Microsoft Azure (AVD, FSLogix, Entra ID)
• VMWare / Hyper V expertise
• Citrix experience

Beneficial experience / skills

• Development of automation and scripting
• Experience with infrastructure as code (Terraform, etc.)
• Management of complex networks and infrastructure

Certifications that would be beneficial :

• Diploma or degree in IT, Computer Science, or related field
• CompTIA A+
• CompTIA N+