3rd Line Support Engineer - UK Hours

UPTIME; South Africa; Remote; ZAR 348,000 - 580,000; Full time

Benefits offered by this job

Company-funded training

Remote work with full kit

Cross-border collaboration

Diversity and inclusion culture

Job summary

UPTIME seeks a Level 3 Engineer for its remote Service Team to provide expert remote and telephone support to UK clients. You will escalate complex issues, guide junior engineers, and contribute to project deployments ensuring smooth transitions into BAU.

The role emphasizes Microsoft/Azure, networking, and security in a fast-paced multi-client MSP environment. Hours align with UK time, remote, with strong emphasis on client communication, ticketing (ConnectWise), and mentoring teammates.

Qualifications

• 2+ years experience as a level 3 engineer in MSP/multi-client environments.
• Experience delivering projects into BAU, migrations, and cloud transitions.
• Hands-on with Microsoft technologies (365, Azure AD, Entra, InTune, Windows Server, AD, PowerShell).
• Strong client-facing communication and ability to mentor others.

Responsibilities

• Serve as a Level 3 escalation point and guide engineers on complex issues.
• Support remote/telephone-based technical support for UK clients.
• Contribute to deployments and transition into BAU, including migrations and new infra deployments.

Skills

Strong communication

Level 3 support

MS 365 / Azure / InTune

Networking & security

Project delivery

ConnectWise ticketing

Education

AZ-104

MS-100

MS-101

MCSA/MCSE

Microsoft 365 Administrator Expert

CompTIA Network+ or Security+

CCNA

VMware / Citrix / Hyper‑V / SCCM / Azure certifications

Tools

ConnectWise

Fortinet

Cisco Firewalls

VMware

Citrix

Hyper‑V

SCCM

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.
(Between 9am - 11am SAST) Monday to Friday

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:

• US working hours (UK).


• Full-time, 37.5 hours per week, worked between 08.00–18.00 Monday to Friday.

What can Uptime offer you?

• Access to company‑funded training and development opportunities.


• Up to R52,000 plus R2,000 benefits per month


• 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.