L3 MSP IT Support Engineer - Escalation Expert

Exclusively Remote; South Africa; On-site; ZAR 60,000 - 110,000; Full time

Job summary

Exclusively Remote is seeking an L3 help desk escalation engineer to own escalated tickets from assignment to resolution, providing advanced troubleshooting across Microsoft, cloud, and virtualization environments. You will diagnose complex issues in fast-paced MSP settings, supporting remote clients and after-hours escalations when required.

Key responsibilities include server, workstation, and datacenter tech stacks—Active Directory, Exchange, SQL, Azure/Entra, Intune, M365, Fortinet,

Qualifications

• Extensive experience with Windows Server and Active Directory environments.
• Experience across Exchange Online, Teams, SharePoint, and Microsoft 365 licensing.
• Proficiency with virtualization (Hyper‑V, VMware) and backup/recovery tooling.

Responsibilities

• Own escalated help desk tickets from assignment through resolution.
• Troubleshoot complex issues that L1/L2 technicians are unable to resolve.

Skills

Windows

Active Directory

Exchange Server

SQL

Azure

Hyper-V

VMware

Citrix

M365

Intune

DNS

VPN

Firewall

PowerShell

Microsoft Entra ID

Tools

ConnectWise Manage

IT Glue

N-central

Veeam Backup & Replication

Fortinet

UniFi

Job description

Exclusively Remote is seeking an L3 help desk escalation engineer to own escalated tickets from assignment to resolution, providing advanced troubleshooting across Microsoft, cloud, and virtualization environments. You will diagnose complex issues in fast-paced MSP settings, supporting remote clients and after-hours escalations when required.

Key responsibilities include server, workstation, and datacenter tech stacks—Active Directory, Exchange, SQL, Azure/Entra, Intune, M365, Fortinet,