Tier 3 Engineer

Believe Resourcing; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading Managed Service Provider in Cape Town seeks a skilled Tier 3 Engineer to manage advanced technical escalations and deliver robust IT infrastructure solutions. The role involves resolving complex incidents, designing advanced solutions, and ensuring compliance with cybersecurity standards. Candidates should possess strong networking skills and proficiency in various IT platforms. A collaborative mindset and commitment to continuous improvement are essential. This is a full-time position based on-site.

Qualifications

• Advanced knowledge of Windows & macOS systems and Microsoft 365.
• Strong networking experience including firewalls, VPNs, and routing.
• Proficiency with backup and security technologies such as Veeam.

Responsibilities

• Act as the final point of escalation for technical issues.
• Design and maintain advanced network and server environments.
• Conduct audits and manage risk for infrastructure changes.

Skills

Windows & macOS systems

Microsoft 365

Azure

VMware

Hyper-V

DNS

AD

DHCP

SQL

networking (firewalls, VPNs, VLANs)

backup technologies (Veeam)

scripting in PowerShell

Job description

Job Title: Tier 3 Engineer

Reports To: Head of Engineering

Location: Century City (On-site)

Employment Type: Full-time

About the Client

Our client, a leading Managed Service Provider (MSP), seeks a skilled Tier 3 Engineer to manage advanced technical escalations and deliver robust IT infrastructure solutions.

About the Role

The Tier 3 Engineer resolves complex incidents escalated from Tier 1 and 2 teams, designs and implements advanced infrastructure solutions, and ensures adherence to cybersecurity and compliance standards. The role supports operational excellence by minimising downtime and driving continuous improvement across client systems.

Key Responsibilities

• Act as the final point of escalation for complex technical issues, ensuring prompt, lasting resolutions.
• Design, implement, and maintain advanced network, server, and cloud environments
• Lead migrations, upgrades, and infrastructure improvements in line with best practice standards.
• Conduct audits, manage risk, and ensure all changes follow documented procedures.
• Collaborate with Account Managers to deliver technical insights and client roadmaps.
• Identify recurring issues and drive process improvements.
• Mentor Tier 1 and 2 Engineers and contribute to internal knowledge sharing.

Key Performance Indicators

• ≥ 95% of assigned tickets resolved within SLA.
• ≥ 90% client satisfaction rating.
• ≥ 95% system uptime post-deployment.
• 100% compliance with change management procedures.
• 2+ knowledge base updates per month.

Skills and Experience

• Advanced knowledge of Windows & macOS systems, Microsoft 365, Azure, VMware, Hyper‑V, DNS, AD, DHCP, SQL.
• Strong networking experience (firewalls, VPNs, VLANs, routing, switching).
• Proficiency with backup, storage, and security technologies (Veeam, EDR, SIEM, multi‑tenant environments).
• Scripting skills in PowerShell and familiarity with automation tools.
• Proven background in MSP environments with project delivery and solution design experience.

Core Competencies

• Analytical problem‑solver with sound judgment and decision‑making skills.
• Strong communication and customer service orientation.
• Adaptable, collaborative, and committed to continuous improvement.
• Demonstrates integrity, ownership, and technical excellence in all work.

Core Values

Persistence • Empathy • Expertise • Proactivity • Integrity • Collaboration • Innovation