Senior 3rd-Line Engineer – 24x7 ITSM & Automation

Ekco

Cape Town

On-site

ZAR 600,000 - 900,000

Full time

7 days ago

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Job summary

Ekco in Cape Town is seeking a 3rd Line Engineer for the 24x7 Service Desk. You will design, implement and support advanced solutions across our support technologies; act as final escalation point for complex issues and drive automation.

This is a shift-based role with a 4-days on, 4-days off pattern and a requirement to work days or nights, including public holidays. You will mentor teams and contribute to governance and customer experience.

Qualifications

5+ years of remote support experience with Microsoft-centric environments.
Strong proficiency in M365 administration and licensing.
Experience with AVD, Remote Desktop, AD/Entra ID, Exchange Online.
Hands-on with Intune, Group Policy, SharePoint, OneDrive and Teams.
PowerShell scripting and familiarity with ITSM tools and CAB processes.
VMware knowledge; on-prem networking experience is a plus.
Relevant certifications MD-102/MS-700/SC-300 are desirable.

Responsibilities

Receive calls, raise tickets, and guide customers via ITSM (FreshService).
Act as final escalation point for incidents and requests through resolution.
Raise, review, and approve change requests; attend CAB when needed.
Lead root-cause analysis and Problem Management activities.
Review solutions for improvements and cost efficiencies.
Communicate progress and resolution clearly to customers with high satisfaction.
Manage team and personal queues; ensure timely progress and updates.
Collaborate with other teams to facilitate escalations and momentum.
Create and share knowledge base articles with fixes and workarounds.
Provide technical mentoring and guidance to the teams.