Senior Support Engineer (3rd Line), M365/Azure - 440-560K ZAR

This is an exciting opportunity to join the South African team of a UK based MSP supporting UK business. We are a Microsoft-centric business offering technical support, systems management, project management and professional services as well as technology sales. Our varied portfolio of customers includes some household names in the UK who rely on us to support and secure their business.

Our team is split across the UK and South Africa, with all staff working from home. We have a settled and happy workforce which we are hoping to grow by selecting an individual who is a team player as well as an experienced and confident technologist.

Working within our support team, this post is intended to bring a great deal of experience across many areas of IT but with a strong focus on Microsoft cloud services, modern security products, networking and storage. The post-holder will play a key role in helping our Support Team Leader to develop our existing staff and processes as well as working with our Professional Services Manager to deliver a percentage of customer projects, mostly around change management and operational improvements. Working within our web-based ticketing system and responding to customer requests made via email or phone will be part of this role but equally we would like this role to focus on more complicated support requests, assist with the professional development and mentoring of our other team members and act as a bridge between Support and Engineering for more complex tasks.

The ideal candidate will be able to confidently display a wide range of technical knowledge and communicate it clearly. They will be able to manage complex support and change management requests with minimal intervention.

Key Responsibilities

• Act as the primary technical escalation point for the support team
• Track, log, and manage all client cases, ensuring timely communication and resolution in line with service-level agreements
• Contribute to our online knowledge base by authoring and/or peer-reviewing articles
• Lead small-to-medium IT projects, ensuring they meet deadlines and objectives
• Plan and recommend enhancements to improve helpdesk capacity and support processes
• Act as an experienced mentor to colleagues in the support team
• Stand in for the Support Team Leader when required
• Participate in our support team on-call arrangements which includes being available on some but not all weekends (which attracts additional remuneration)

Requirements

The ideal applicant will:

• Have excellent problem-solving skills with a methodical approach to issue resolution
• Be a generalist - someone with wide ranging skills over multiple disciplines
• Be a confident communicator – both with our customers and their colleagues
• Possess leadership skills - the ability to mentor and train, not just to take over tickets and resolve them but help junior staff gain a better understanding in the process
• Possess the ability to convey technical information to non-technical staff and clients
• Possess strong written and oral skills, with the ability to produce technical documentation and write processes that can be followed by internal staff and clients
• Possess the ability to lead small to medium projects and work collaboratively with cross-functional teams and 3rd party suppliers
• Possess a good sense of continuous improvement, to assist us with our evolving business and to help our customers improve their internal service delivery

Mandatory Requirements

Any Successful Applicant Will Need:

• To be living in South Africa and have a right to work in South Africa
• To possess Matric certificate (Grade 12) at Higher or Standard grade
• To be able to work permanently from home
• To be willing and able to participate in shift or rota based work on evenings and weekends as part of the wider team
• To have a minimum of 5 years’ experience of at least 2nd line, preferably at 3rd line for a company of at least 200 users or as part of an IT service provider or VAR
• The following certifications (or better) are mandatory and must be valid: Microsoft AZ-104, MS-900

Knowledge and Experience

Knowledge and experience of the following (to be tested as part of the interview process):

• Networking, equivalent to or better than Cisco CCNA or Microsoft AZ-700
• Cyber Sec, equivalent to or better than ISC2 CC or Microsoft SC-200
• Virtualisation with VMware and/or Hyper-V
• Storage technologies such as SAN, NAS
• Firewall technologies such as Palo Alto and Fortinet
• MDM technologies such as Intune and JamF
• Server technologies such from vendors such as HP, Dell etc.
• Infrastructure services such as Domain controllers, DHCP, DNS
• Identity Management such as PIM & PAM
• Business Systems such as Exchange, SQL, SharePoint, OneDrive
• Security Systems in particular the Microsoft Defender suite

Beneficial Attributes

Any of the following attributes would be considered beneficial:

• At least 3 years’ experience working in a Microsoft focused MSP
• At least 3 years’ experience supporting UK businesses
• Experience of working in a business conforming to common ISO standards
• Experience of working in an ITIL governed service environment

Benefits

• Work from home
• Training and development

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology

Industries

IT Services and IT Consulting