IT Service and Support Engineer for Helpdesk - Office Based Umhlanga

Growth Resourcing; Umhlanga Rocks; On-site; ZAR 612,000 - 919,000; Full time

Job summary

Growth Resourcing is seeking a driven Level 3 IT Support Engineer to join our UK-based MSP team. You’ll own Level 3 escalations, troubleshoot complex issues, and support onboarding and upgrades across systems, hardware, and infrastructure.

You will work in a fast-paced environment, collaborating with 1st/2nd line teams, manage ticket queues to meet SLAs, and help deliver continuous service improvements while documenting processes clearly.

Qualifications

• Experience in an MSP environment.
• Strong customer-focused approach.
• Excellent communication with diverse stakeholders.
• Ability to prioritise and troubleshoot under pressure.
• Proactive problem solver with attention to detail.
• Good organisation and multi-tasking.

Responsibilities

• Take ownership of Level 3 escalations—diagnosing, troubleshooting, and resolving issues.

Skills

MSP environment

Customer-first mindset

Communication with all levels

Prioritise under pressure

Proactive, solutions-driven

Strong organisational skills

Tools

Windows Server

Windows 10/11

Active Directory

Microsoft 365 Administration

Networking fundamentals

Azure

PSA tools (Autotask)

Backup & DR (Veeam/Datto)

MS-102

Job description

The Opportunity

Ready to level up your IT career?

We’re on the hunt for a driven, customer-obsessed Level 3 IT Support Engineer to join our fast-growing team supporting a UK-based Managed Service Provider.

This isn’t your average support role. You’ll be right in the middle of the action—solving real problems, supporting live environments, and playing a key role in onboarding and upgrading client systems.

If you thrive in a fast-paced environment, love solving complex technical challenges, and want to be part of a team that delivers real impact daily—this is for you.

What You’ll Be Doing

• Taking ownership of Level 3 escalations—diagnosing, troubleshooting, and resolving issues with confidence
• Managing ticket queues like a pro—meeting SLAs and keeping clients informed every step of the way
• Supporting the 1st and 2nd Line team when it matters most (especially during busy periods)
• Assisting with client onboarding, upgrades, and implementations across systems, hardware, and infrastructure
• Keeping documentation sharp, accurate, and always up to date
• Spotting trends, recurring issues, and contributing to continuous service improvements

What You Bring

• Proven experience in an MSP environment (non-negotiable)
• A strong customer-first mindset—you genuinely care about outcomes
• Confidence communicating with users at all levels (from non-tech to technical stakeholders)
• The ability to prioritise, troubleshoot, and deliver under pressure
• A proactive, solutions-driven approach—you don’t wait, you act
• Strong organisational skills with the ability to juggle multiple priorities

Your Tech Toolkit

You’ll need solid experience in:

• Microsoft Windows Server
• Windows 10/11
• Active Directory (user & group management)
• Microsoft 365 / Office 365 administration
• Networking fundamentals (DNS, DHCP, VLANs = a bonus)

Bonus points if you’ve worked with:

• Microsoft Azure
• PSA tools (Autotask or similar)
• Backup & DR solutions (Veeam, Datto)
• MS-102 (Microsoft 365 Administrator)

The Bottom Line

We’re looking for someone who doesn’t just “do the job” —
we want someone who owns it, improves it, and elevates it.

Why Join Growth Resourcing?

• Competitive salary with strong growth potential
• Be part of a scaling business backed by UK sales leaders
• Work in a high-performance, supportive environment
• Real career progression opportunities—we grow people, not just teams
• Learn fast, move fast, and make an impact from day one