[Hiring] 3rd Line Support Engineer @Uptime Solutions

Role Description

We are seeking a highly capable and customer-focused Level 3 Engineer to join our Service Team in providing effective remote and telephone-based technical support to our customers.

• Key escalation point for technical issues.
• Contribute to project deployments to ensure smooth transition into BAU.
• Thought leader on enhancing service offered to clients.
• Hands-on role ideal for someone thriving in a fast-paced, multi-client environment.
• Utilise skills across Microsoft and Azure stacks with a solid background in networking and security.
• Crucial initiative in shaping the Service Delivery Team.
• Provide technical guidance to other engineers on the team.

This role is to support one of our UK Clients and the hours will be in line with UK working hours. The role is fully remote (Between 9am - 11am SAST) Monday to Friday.

Qualifications

• Strong communication skills and confidence dealing directly with clients and third-party vendors.
• At least 2 years’ experience as a level 3 support engineer, ideally within a Managed Service Provider or similar multi-client environment.
• Experience monitoring and solving live issues, including possible out of hours work on a support rota.
• Experience supporting project delivery into BAU, including migrations, new infrastructure deployments, and cloud transitions.
• Advanced skills with Microsoft technologies including Microsoft 365, Azure AD, Entra, InTune, Windows Server, Active Directory, and PowerShell.
• Experienced in network implementation and configuration including Fortinet and Cisco Firewalls, Switching and Wireless Access Points.
• Experience using a ticket management system (such as ConnectWise).

Requirements

• Microsoft Certifications: AZ-104, MS-100, MS-101, or legacy MCSA/MCSE.
• Microsoft 365 Administrator Expert.
• CompTIA Network+ or Security+.
• Cisco CCNA.
• Experience of using a helpdesk/ticketing system (such as ConnectWise).
• Product related certifications (VMWare, Citrix, Hyper-V, SCCM, Azure, etc).
• Experience of owning and managing services at a third line level, improvement plans, and developing services beyond just fixing issues.
• Solid understanding of core networking concepts including VLANs, DNS, DHCP, VPNs, and firewall management.
• Knowledge of ITIL practices (or similar frameworks) and service management.

Non-Technical

• Strong problem-solving skills and a proactive mindset.
• Ability to translate technical concepts for non-technical audiences.
• Commitment to continuous learning and adaptability to stay updated with relevant technologies and methodologies.
• Track record of developing/mentoring others to form a high-performing team.

Hours

• US working hours (UK).
• Full-time, 37.5 hours per week, worked between 08.00–18.00 Monday to Friday.

Benefits

• Access to company-funded training and development opportunities.
• Up to R52,000 plus R2,000 benefits per month.
• Cross-border collaboration with leading MSPs and colleagues across the globe.
• Learning and exposure to the latest technologies.
• A workplace committed to diversity, equity, inclusion, and belonging culture.
• Remote working – full work-kit supplied by us.