3rd Line Support Engineer

Uptime Solutions Ltd; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading managed service provider is seeking a Level 3 Engineer to deliver remote technical support to clients based in the UK. This role requires strong communication and advanced technical skills across Microsoft and networking technologies. You will be a key escalation point, involved in project delivery and mentoring other engineers. The position offers full-time remote work with access to training and development opportunities, within a diverse and inclusive culture.

Benefits

Access to company-funded training

Diversity and inclusion culture

Remote working with full work-kit

Qualifications

• At least 2 years’ experience as a Level 3 support engineer.
• Experience in a multi-client environment, resolving escalated issues.
• Advanced knowledge of Microsoft and networking technologies.

Responsibilities

• Provide remote and telephone-based technical support.
• Be the key escalation point for technical issues.
• Contribute to project deployments and ensure smooth transitions.

Skills

Strong communication skills

Experience with Microsoft 365

Advanced skills in Azure AD

Network implementation skills

Problem-solving skills

Education

Microsoft Certifications: AZ-104, MS-100, MS-101

CompTIA Network+ or Security+

Cisco CCNA

Tools

Ticket management systems (like ConnectWise)

VMware, Citrix, Hyper-V, Azure

Job description

About the Job

We are seeking a highly capable and customer-focused Level 3 Engineer to join our Service Team in providing effective remote and telephone-based technical support to our customers.

You’ll be a key escalation point for technical issues, contribute to project deployments to ensure the smooth transition into BAU, and be a key thought leader on how we can enhance the service we offer to clients. This is a hands-on role ideal for someone who thrives in a fast-paced, multi-client environment utilising skills across the Microsoft and Azure stacks, with a solid background in networking and security. Your initiative will be crucial in shaping the Service Delivery Team and providing technical guidance to other engineers on the team.

This role is to support one of our UK Clients and the hours will be in line with UK working hours. The role is fully remote.

Role Requirements

• Strong communication skills and confidence dealing directly with clients and third-party vendors – providing clear, professional communication throughout the support process; challenge where appropriate.
• At least 2 years’ experience as a level 3 support engineer – ideally within a Managed Service Provider or similar multi-client environment – resolving technical issues escalated from Level 1 and 2 engineers.
• Experience monitoring and solving live issues, including possible out of hours work on a support rota, to ensure system reliability and availability.
• Experience supporting project delivery into BAU, including migrations, new infrastructure deployments, and cloud transitions.
• Advanced skills with Microsoft technologies including Microsoft 365, Azure AD, Entra, InTune, Windows Server, Active Directory, and PowerShell.
• Experienced in network implementation and configuration including Fortinet and Cisco Firewalls, Switching and Wireless Access Points. Should understand expert level concepts including routing, firewall rules, secure configuration and VLAN management.
• Experience using a ticket management system (such as ConnectWise).

Essential criteria

• Microsoft Certifications: AZ-104, MS-100, MS-101, or legacy MCSA/MCSE.
• Microsoft 365 Administrator Expert.
• CompTIA Network+ or Security+.
• Cisco CCNA.
• Experience of using a helpdesk/ticketing system (such as ConnectWise).
• Product related certifications (VMWare, Citrix, Hyper-V, SCCM, Azure, etc).
• Experience of owning and managing services at a third line level, improvement plans, and developing services beyond just fixing issues.
• Solid understanding of core networking concepts including VLANs, DNS, DHCP, VPNs, and firewall management.
• Knowledge of ITIL practices (or similar frameworks) and service management.

Non-Technical

• Strong problem-solving skills and a proactive mindset with the ability to translate technical concepts for non-technical audiences.
• A commitment to continuous learning, and adaptability to stay updated with relevant technologies and methodologies.
• Track record of developing/mentoring others to form a high-performing team.

Hours

• UK working hours (GMT/BST).
• Full-time, 37.5 hours per week, worked between 08:00–18:00 Monday to Friday.
• Rota-based out-of-hours emergency support. (additional remuneration applicable).

What can Uptime offer you?

• Access to company-funded training and development opportunities.
• Cross-border collaboration with leading MSPs and our colleagues across the globe.
• Learning and exposure to the latest technologies.
• A workplace that’s committed to diversity, equity, inclusion, and belonging culture.
• Remote working – full work-kit is supplied by us.