Infrastructure Engineer

Np Group; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading managed service provider in Johannesburg seeks an experienced L3 Support Engineer. You will be responsible for resolving complex technical issues, leading major incidents, and contributing to robust infrastructure and cloud solutions. The role includes mentoring junior engineers, working across various technologies, and ensuring adherence to best security practices. This full-time position is ideal for those with strong troubleshooting skills and a background in IT support within a managed service environment.

Qualifications

• Proven experience in IT support or helpdesk role within an MSP.
• Demonstrable expertise diagnosing advanced technical issues.
• Hands-on experience with Microsoft, Azure, Active Directory.

Responsibilities

• Resolve complex issues escalated from L2 engineers using expert methods.
• Lead major incidents, manage communication, and ensure timely resolutions.
• Contribute to design and implementation of cloud solutions.

Skills

Troubleshooting and analytical ability

Networking knowledge

Cloud technologies expertise

Microsoft Azure proficiency

Security principles understanding

Organizational skills

ITIL v4 knowledge

Education

Bachelor's degree in IT or related field

CompTIA Network+

CompTIA Security+

Cisco CCNA or equivalent

Microsoft Certified: Administrator (MS-)

ITIL v4 Certification

Tools

Veeam

Commvault

Datto

PowerShell

Job description

NP Group – City of Johannesburg, Gauteng, South Africa

A great opportunity for an experienced L3 Support Engineer to join a forward-thinking managed service provider.

This role serves as the highest point of escalation within the support function, responsible for resolving the most complex technical issues, leading major incidents, and contributing to the design and implementation of robust infrastructure and cloud solutions.

You will work across networking, cloud, security, and on-prem environments while mentoring junior engineers and driving continuous improvement across the service.

Key Responsibilities

Advanced Troubleshooting & Resolution
Resolve highly complex issues escalated from L2 engineers using expert diagnostic methods.

Lead RCAs and implement permanent fixes to prevent reoccurrence.

Take charge of P1 incidents, manage communication, drive rapid resolution, and ensure RCAs are delivered within SLA.

Infrastructure & Solution Implementation
Contribute to the design, deployment and optimisation of client environments—covering cloud migrations, network modernisation, and security initiatives.

Overflow & Critical Incident Support
Provide support during peak demand and critical outages, assisting with urgent tickets and calls when required.

Networking Support
Deliver expert support across routers, switches, firewalls and VPN technologies (Cisco Meraki, Cisco ISR / ASA, Cisco Small Business).

Support Microsoft Cloud and On-Prem platforms including Windows Desktop / Server, Exchange, Intune, RDS, Azure AD, Exchange Online, SharePoint, OneDrive, AutoPilot, Compliance & Security, as well as other SaaS platforms (G-Suite, Egnyte, Box).

Liaise with third-party vendors (e.g., Sage, Salesforce, SAP), managing escalations and ensuring smooth communication on behalf of clients.

Security & Compliance
Apply SOC-driven security best practices and assist in incident response and compliance-related activities.

Automation & Scripting
Build and maintain scripts using PowerShell and Intune to improve efficiency, reduce manual workload and automate routine operations.

Documentation & Knowledge Sharing
Produce accurate documentation for incidents, changes and solutions.

Lead internal training sessions and mentor L1 / L2 engineers.

Proactive Improvements
Analyse incident trends, lead lessons-learned sessions and drive initiatives to improve service quality and stability.

Change Management
Complete RFCs for clients following structured change processes, ensuring minimal disruption and clear communication.

Participate in the OOH escalation rota as required.

Required Skills

Exceptional troubleshooting and analytical ability

Deep knowledge of networking, cloud and infrastructure technologies

Advanced proficiency with Microsoft, Azure, Intune, SharePoint and related services

Strong understanding of security principles, compliance, and backup technologies

Ability to mentor, lead and upskill junior engineers

Strong organisational, documentation and reporting abilities

Ability to work well under pressure while maintaining clarity and composure

ITIL v4 knowledge or certification

Broader understanding of multi-cloud solutions and vendor ecosystems

Experience with VMware, Google Workspace or additional Cisco certifications

Exposure to backup platforms (Veeam, Commvault, Datto)

Microsoft Enterprise Administrator Expert or Teams Administrator certifications

Bachelor's degree in IT or related field

Experience

Proven experience in an IT support or helpdesk role within an MSP or similar environment

Demonstrable expertise diagnosing and resolving advanced technical issues

Experience managing escalated incidents and working with cross-functional teams during high-pressure events

Hands‑on experience with Microsoft, Azure, Active Directory and network administration

Track record of delivering excellent customer service and solution outcomes

Experience conducting RCAs and contributing to infrastructure or cloud consultancy projects

Qualifications

Required
CompTIA Network+

CompTIA Security+

Microsoft Certified : Administrator (MS-)

Microsoft Certified : Security, Compliance & Identity Fundamentals (SC-)

Cisco CCNA or equivalent

Backup certification or proven experience (Veeam, Commvault, Datto)

Microsoft Certified : SharePoint Administrator (MS-)

Mimecast certification or experience

ITIL v4 Certification

Bachelor's degree in IT or related field

Microsoft Certified : Teams Administrator (MS-)

Additional vendor certifications (Cisco, Google, VMware)

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting