L3 Engineer - Projects/Support - MSP

Uptime Solutions Ltd; Johannesburg; On-site; ZAR 600,000 - 800,000; Full time

Job summary

Uptime Solutions Ltd, based in Johannesburg, seeks a skilled Tier 3 Engineer to join our managed services team. In this dynamic role, you'll lead infrastructure and cloud projects, serve as a subject matter expert for escalations, and mentor junior engineers.

The ideal candidate has over eight years of IT support experience, particularly in a Managed Service Provider environment. You'll manage complex technical initiatives, ensuring customer satisfaction and resolving escalated issues effectively.

Qualifications

• 8+ years of experience in IT Support within a business environment.
• Managed Service Provider experience preferred.
• Direct experience with project management.

Responsibilities

• Lead internal and client projects including migrations and deployments.
• Serve as the expert for complex network and hardware challenges.
• Audit client environments for security vulnerabilities.

Skills

Windows Server

Active Directory

Remote Desktop

PowerShell

Network design

Cloud security

Education

8+ years experience in IT Support or MSP

Relevant certifications

Tools

ConnectWise PSA

Azure

VMWare

Microsoft 365

Job description

Uptime Global is seeking a highly skilled Tier 3 Engineer to join our managed services team. This is a dynamic dual role, primarily focused on project work, while also providing the opportunity to serve as a subject matter expert for complex escalations and high-level support. Engineers play a vital role in leading infrastructure and cloud projects, auditing security, mentoring junior engineers, and helping define frameworks for zero-trust implementations.

As a member of our technical team, you are critical to our customer success. We are a collaborative team dedicated to creating innovative solutions to solve our customers’ business challenges. We work hard and stay focused, but we never forget that the experience should be inspiring and enjoyable for the team making it all happen.

Key Duties

• Lead internal and client projects: migrations, replacements/upgrades, and deployments such as firewalls, network devices, corporate email, anti-spam, platform migration, virtualization, and more.
• Design and implement in cloud environments such as Azure, Intune, SharePoint, and OneDrive.
• Attend project-related client meetings (kick-off and closure) and prepare project plans using our tools (ConnectWise PSA, ASANA, and others).

Customer Support

• Be the go‑to expert for our technical team, taking on complex network, hardware, and software challenges as the final escalation point and helping drive solutions at the highest level.
• Maintain clear communication to actively manage projects to their successful completion and resolve escalated cases.
• Participate in on‑call support activities per the on‑call schedule.

Systems Management

• Successfully complete admin training for all of our internal IT systems and tools.
• Audit client environments for security vulnerabilities and assist in infrastructure planning.
• Lead in tuning alert thresholds across monitoring systems such as backups, anti‑virus, critical systems, appliances, devices, and services.
• Assist: Help guide and train L2 engineers while actively contributing to the design and evolution of our internal training initiatives.

Documentation: Document procedures, troubleshooting steps, and system configurations effectively for internal reference and training purposes.

Experience: Candidates should possess eight or more years of experience in an IT Support role within a business environment, with direct Managed Service Provider (MSP) experience preferred.

Expertise Required

• Proficiency in Windows Server, Active Directory, Group Policy, Remote Desktop, Systems Virtualization using Hyper‑V and VMWare, and Microsoft Office Products.
• Advanced knowledge of Intune / Azure AD, SharePoint Document Libraries, OneDrive, Microsoft Office 365 management, email (Exchange) administration and SPAM solution.
• Extensive experience in network design, deployment, administration, and support of equipment and services, including but not limited to firewalls, switches, wireless access points, site‑to‑site VPNs, and VLANs; comprehensive understanding of cloud security, zero-trust frameworks, and industry best practices.
• Proven experience in project management and coordination of client‑facing technical initiatives.
• PowerShell and automation proficiency is preferred.
• Experience managing server and storage hardware, including planning, installation, configuration, maintenance, and troubleshooting to ensure optimal performance and reliability.

Desired Certifications

• Azure, Microsoft 365, Security+, Windows Server, Networking.

Preferred Experience

• ConnectWise PSA (Manage), ConnectWise Automate, Control (ScreenConnect), IT Glue, BrightGauge, and ThreatLocker.