IT Support Engineer (MSP)

Hirexe; South Africa; Remote; ZAR 1,489,000 - 2,151,000; Full time

Benefits offered by this job

Competitive compensation

Growth opportunities

Collaborative culture

Exposure to diverse technologies

Job summary

Hirexe, a U.S.-based MSP, seeks an experienced IT Support Engineer to act as the final escalation point for complex issues, manage high-priority incidents, and guide troubleshooting across Windows Server, cloud, and network environments.

This remote role requires 5+ years in MSP or enterprise IT, virtualization (VMware/Hyper‑V), backup/DR (Datto, Veeam), PowerShell, and strong client-facing skills, with EST business hours.

Qualifications

• 5+ years of experience in an MSP or enterprise IT support environment.
• Proficient with virtualization platforms (VMware, Hyper‑V).
• Proficient with backup/DR platforms (Datto, Veeam, etc.).

Responsibilities

• Act as the final escalation point for technical issues unresolved by Level 1 and 2 support engineers.
• Diagnose and resolve complex issues related to Windows Server, networking, virtualization, cloud platforms, and business-critical applications.
• Troubleshoot and remediate firewall, VPN, and advanced routing issues across multi-site client networks.
• Interface directly with clients to provide expert-level support and consultation.
• Work with third-party vendors for issue resolution (hardware, software, licensing).
• Collaborate with account managers and project teams to align IT operations with business needs.

Skills

PowerShell scripting

Virtualization

Windows Server

Azure Active Directory

Networking

Customer-facing

Tools

Datto

Veeam

ConnectWise

N-Able

Kaseya

Atera

Job description

Location: Remote

(Must be available during U.S. Eastern Standard Time working hours)

Company:

We are a fast-growing U.S.-based Managed Service Provider (MSP) that delivers innovative IT solutions to small and medium-sized businesses across various industries. We pride ourselves on our proactive service model, team collaboration, and a customer‑first mindset. We are seeking a highly skilled and experienced IT Support Engineer to join our team and serve as a technical escalation point for complex issues.

About the Role:

As a IT Support Engineer, you will handle high-priority incidents, perform advanced troubleshooting, and take ownership of critical client systems. You will act as the final point of escalation within the support team, liaising with vendors, resolving sophisticated infrastructure and network issues, and supporting project implementations. This is a hands‑on role that demands deep technical expertise, strong client‑facing skills, and the ability to lead troubleshooting efforts with confidence and precision.

Key Responsibilities:

• Act as the final escalation point for all technical issues unresolved by Level 1 and 2 support engineers.
• Diagnose and resolve complex issues related to Windows Server environments, networking, virtualization (VMware/Hyper‑V), cloud platforms (Azure/M365), and business‑critical applications.
• Troubleshoot and remediate firewall, VPN, and advanced routing issues across multi‑site client networks.
• Interface directly with clients to provide expert‑level support and consultation.
• Work with third‑party vendors for issue resolution (hardware, software, licensing, etc.).
• Collaborate with account managers and project teams to align IT operations with business needs.

Systems & Infrastructure

• Maintain, upgrade, and troubleshoot on‑prem and cloud infrastructure (Windows Server, Active Directory, Azure AD, Exchange Online, SharePoint).
• Manage backup solutions, disaster recovery configurations, and storage infrastructure.
• Handle patching, scripting (PowerShell), and automation of routine tasks.

Security & Compliance

• Perform security audits, monitor logs, and proactively identify vulnerabilities.
• Implement best practices in endpoint protection, MFA, firewalls, and data protection in accordance with compliance frameworks.

Documentation & Reporting

• Document technical issues, resolutions, and root cause analysis in the PSA system (e.g., ConnectWise, Autotask).
• Create and update knowledge base articles for internal use.
• Contribute to process improvement initiatives and technical documentation.

Qualifications & Experience:

Required:

• 5+ years of experience in an MSP or enterprise IT support environment.
• Virtualization experience (VMware, Hyper‑V).
• Familiarity with backup & DR platforms (Datto, Veeam, etc.).
• PowerShell scripting for automation and diagnostics.

Nice to Have:

• Certifications such as CompTIA Network+/Security+, Microsoft Certified: Azure Administrator, or MCSA/MCSE.
• Experience with RMM/PSA tools such as ConnectWise, N‑Able, Kaseya, or Atera.
• Knowledge of cybersecurity tools and best practices.
• Experience with ITIL framework or similar methodologies.

Soft Skills:

• Strong time management and prioritization skills.
• Calm under pressure; able to troubleshoot live issues with clients on the line.
• Team‑oriented with a willingness to mentor junior staff.

Working Hours:

• Full‑time
• Must be available during U.S. Eastern Standard Time (EST) business hours (typically 8 AM – 5 PM EST)

What We Offer:

• Competitive compensation
• Growth opportunities within a fast‑paced MSP environment
• Collaborative and supportive team culture
• Exposure to diverse technologies and clients