3rd Line Service Desk Engineer

Protea Placements; Knysna; On-site; ZAR 420,000 - 600,000; Full time

Job summary

Protea Placements is seeking a skilled 3rd Line Service Desk Engineer to join the Knysna team. This on-site role requires strong troubleshooting across hardware, software, networks and IT services, with expertise in Microsoft 365, Exchange Online, SharePoint and FortiGate firewalls.

Ideal candidates will have 5+ years of hands-on IT experience, excellent communication skills, and the ability to guide junior staff. Fluency in English and Afrikaans is preferred, with German an added advantage.

Qualifications

• Minimum of 5 years’ hands-on technical IT experience, preferably within a managed services environment.

Responsibilities

• Handle complex 2nd and 3rd line technical support escalations
• Diagnose, troubleshoot and resolve advanced hardware, software, network and connectivity issues
• Administer, configure and support Microsoft 365 environments, including Exchange Online, SharePoint, Teams, Intune and Entra ID
• Configure, maintain and troubleshoot network infrastructure, including routers, switches, VLANs, VPNs and wireless systems
• Manage and troubleshoot firewalls, with particular emphasis on FortiGate technologies
• Investigate and resolve fibre, wireless and internet connectivity problems
• Perform root cause analysis and implement preventative and corrective measures
• Monitor and manage incident queues, service requests and technical escalations to ensure timely resolution
• Provide technical guidance and support to 1st and 2nd line support technicians
• Maintain and improve the stability, performance and security of client IT environments
• Liaise with vendors, internet service providers and third-party technical support teams
• Communicate technical findings, progress updates and resolutions clearly to clients and internal stakeholders
• Maintain accurate technical documentation, support records and knowledge base articles
• Assist with technical projects, infrastructure upgrades, installations and system improvements
• Identify opportunities to improve support processes, technical standards and service delivery
• Ensure all work is completed in accordance with established procedures, security requirements and best practices

Skills

Microsoft 365 administration

Networking

Troubleshooting

Documentation

Customer communication

Root cause analysis

Tools

Exchange Online

SharePoint

Microsoft Teams

Intune

Entra ID

FortiGate

Job description

3rd Line Service Desk Engineer

Knysna, WC

Market Related Salary

A specialised IT services company is looking for an experienced 3rd Line Service Desk Engineer to join its team in Knysna. This is a full-time, on-site position suited to a highly skilled IT professional with strong technical troubleshooting abilities, advanced Microsoft 365 administration experience, and in-depth knowledge of networking and infrastructure.

Requirements

Minimum of 5 years’ hands-on technical IT experience, preferably within a managed services environment

At least 3 years’ experience administering and supporting Microsoft 365 environments

Strong experience with Exchange Online, SharePoint, Microsoft Teams, Intune and Entra ID

Solid networking knowledge, including TCP/IP, DNS, DHCP, VLANs, VPNs, routing, switching and wireless technologies

Proven experience configuring, managing and troubleshooting firewalls, with FortiGate experience highly advantageous

Strong technical support and troubleshooting skills across hardware, software, networks and IT services

Experience diagnosing and resolving complex technical escalations

Knowledge of fibre connectivity, wireless networks and network infrastructure

Experience working within a managed services or service desk environment

Familiarity with ticketing systems, monitoring tools, incident management and service request processes

Ability to perform root cause analysis and implement effective corrective solutions

Strong documentation, organisational and problem-solving skills

Excellent communication and customer service skills, with the ability to explain technical concepts to technical and non-technical users

Ability to work independently, manage priorities and provide guidance to junior technical support staff

A relevant IT qualification or equivalent practical experience in IT support and networking

Fluency in both English and Afrikaans, with excellent written and verbal communication skills

German language proficiency will be an added advantage

Duties

Handle complex 2nd and 3rd line technical support escalations

Diagnose, troubleshoot and resolve advanced hardware, software, network and connectivity issues

Administer, configure and support Microsoft 365 environments, including Exchange Online, SharePoint, Teams, Intune and Entra ID

Configure, maintain and troubleshoot network infrastructure, including routers, switches, VLANs, VPNs and wireless systems

Manage and troubleshoot firewalls, with particular emphasis on FortiGate technologies

Investigate and resolve fibre, wireless and internet connectivity problems

Perform root cause analysis and implement preventative and corrective measures

Monitor and manage incident queues, service requests and technical escalations to ensure timely resolution

Provide technical guidance and support to 1st and 2nd line support technicians

Maintain and improve the stability, performance and security of client IT environments

Configure, maintain and optimise network and Microsoft cloud infrastructure

Liaise with vendors, internet service providers and third-party technical support teams

Communicate technical findings, progress updates and resolutions clearly to clients and internal stakeholders

Maintain accurate technical documentation, support records and knowledge base articles

Assist with technical projects, infrastructure upgrades, installations and system improvements

Identify opportunities to improve support processes, technical standards and service delivery

Ensure all work is completed in accordance with established procedures, security requirements and best practices