L3 Engineer

Roles and Responsibilities
Reports to: Service Desk Manager
Working hours: Mon-Fri 8:00-18:00 (UK time) shifted weekly.
Salary: R25 000 R30 000 basic salary + Medical Aid, provident fund, income protector benefits
Location: Cape Town (SA)

Our client is a UK-based Managed Services Provider with nearly 25 years of delivering IT support, cybersecurity, cloud, communications, and connectivity solutions. As part of continued growth, the company is expanding its technical operations in Cape Town to support its UK-based customer base.

Job Overview
The L3 Support Engineer is a senior escalation and troubleshooting role within an MSP environment, responsible for resolving complex technical incidents that cannot be resolved by L1 or L2 teams. The role involves deep technical troubleshooting and root cause analysis across servers, end-user hardware, software, Microsoft 365, Azure, Windows Server, virtualised environments (VMware/Hyper-V), networking (LAN/WAN, firewalls, VPNs), backup and security solutions across multiple customer environments. You will implement permanent fixes, recommend infrastructure and process improvements, and help reduce recurring incidents while providing guidance and technical leadership to L1/L2 engineers. The role requires strong experience in hands-on MSP support, customer-facing communication, and maintaining high service standards in a fast-paced, multi-client environment.

Duties (include but not be limited to):
Providing remote support via tickets raised to resolve customer issues, acting as an escalation point for 1st & 2nd Line Engineers
Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote access.
Overseeing remote monitoring escalation tickets
Research and identify solutions to complex software and hardware issues.
Provide in depth understanding of virtualised solutions, Cloud services such as Azure, Microsoft 365, Networking and firewalls.
Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Ensuring customer processes and documentation are kept up to date.
Mentor and provide guidance to other team members
Stay current with emerging technologies and industry best practices to continually improve the IT environments.

Minimum Requirements
A minimum of 5 years' experience in an IT Service environment
High level of technical experience gained in a hands-on-role
Excellent verbal & written English
Robust influencing and interpersonal skills with the ability to communicate at all levels
Ability to prioritise and handle multiple assignments at any given time
Be flexible and able to commit the time required to get the job done in line with business needs
In depth W