MSP Level 3 IT Support

Remote within South Africa

US working hours (3pm-11pm/4pm-12am SAST)

This L3 help desk escalation role is responsible for owning advanced technical ticket through resolution and providing advanced troubleshooting across multiple systems and technologies.

The right candidate must be able to work independently, think critically, troubleshoot complex issues across multiple systems, and operate professionally in a fast-paced MSP environment.

This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Microsoft Server, Active Directory, Exchange, SQL, cloud infrastructure (Microsoft 365, and Azure/Entra), virtualization technologies, networking, wireless technologies, VPNs, firewalls, backups, Linux, UNIX, and related systems all these areas. The more capable the engineer is across these technologies, the higher the utility value.

This role also occasionally participates in after-hours and on-call support for urgent escalations and client-impacting issues as required.

Position Responsibilities:

Primary Responsibilities

o Own escalated help desk tickets from assignment through resolution.

o Troubleshoot complex issues that L1/L2 technicians are unable to resolve.

Server Operating Systems

o Architecting, Installation, configuration and troubleshooting

o Configure file, print and remote access services

o Basic administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup

o Troubleshoot Active Directory, Group Policy, DNS, DHCP, authentication, and domain? related issues

Enterprise E-mail

o Required: Exchange Server

o Installation, configuration and troubleshooting of clients, including remote clients

o Extreme administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases, replication and Clustering

Workstation

o Required: Windows

o Troubleshooting and configuration

o Automating configuration of standard mail and messaging clients including Outlook

o Automating installation configuration, and customization of MS Office Suite applications per customer's preferences

o Solid understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, hard drives, smart phones and tablets