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

Datacenter Technologies

o Working Knowledge of SQL Clustering

o Working Knowledge of Enterprise Backup Systems, including Veeam Backup & Replication

o Working Knowledge of High Availability load balancing solutions

o Working knowledge of Hyper-V, VMware, and other virtualization technologies, including troubleshooting host, storage, networking, snapshot, and virtual machine performance issues.

o Working Knowledge of Exchange Clustering

o Working Knowledge of SAN architecture

o Working Knowledge / Certification in Citrix Technologies

Cloud Infrastructure

o Working knowledge of either or both Microsoft Azure or Amazon AWS

o Working knowledge of M365 components such as Exchange Online, Teams, SharePoint,

Intune, Security & Compliance, and ATP

o Working knowledge of Microsoft Entra ID, Conditional Access, MFA, and cloud identity management

o Troubleshooting of Exchange Online, Teams, SharePoint, OneDrive, and Microsoft 365 licensing and access issues

Other Preferred Technical Knowledge

o Solid understanding of and ability to configure TCP/IP subnetting and troubleshooting

Internet connectivity

o Experience with and understanding of routers and firewalls

o Understanding of VLANs, VPNs, routing, firewall policies, and wireless troubleshooting

o Ability to diagnose whether an issue is workstation, server, firewall, ISP, DNS, routing,

VPN, or wireless related

o Experience and understanding of Remote Desktop Services & Citrix

o Understanding of relationship between routers, switches, patch panels and connecting nodes to a network

o Understanding of DNS services

o Experience with Fortinet firewalls, switches, and wireless infrastructure

o Experience with UniFi switches and wireless infrastructure

o Experience with MSP platforms such as ConnectWise Manage, IT Glue, and N-central is preferred.

Other Considerations

o DAILY time entry accounting for at least 9 hours in the form of Resolution Notes in

Service Tickets

o Monthly billing should be at least 75% or more of a typical month of about 170 hours available

o Regular and timely completion of Minimum Documentation Standards for each client

o On-going self-training to preserve professional viability is a must

o The ability to regularly score 10's on the Quality Assurance survey

o Good communication with Account Managers and Team Leader with regards to events and changes transpiring at client sites

o Ability to communicate with client at all levels from end users, IT personnel and CxO's and to understand business issues in context of IT issues

o Takes ownership of tasks and follows through to ensure complete resolution

o Takes a personal interest in, and responsibility for, quality of work they perform or are associated with

o Ability to pay close attention to detail while performing technically detailed tasks

o Ability to deal effectively with stressful situations

o Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members

o Ability to provide accurate time estimates for how long a task will take

o Understands that the success of individuals is measured by the success of their teams

o Ability to quickly learn new technologies through the use of self-study materials and intuition

o Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. -- Susie can't print)

o Enjoys sharing information, supporting others, and working on a team to achieve team goals

o Thorough documentation of troubleshooting steps, client communication, actions taken, root cause when known, and final resolution

o Update client documentation when missing, outdated, or reusable information is identified

o Identify recurring issues and help reduce repeat escalations through proper resolution and documentation

o Ability to work independently with limited supervision

o Ability to read, understand, and safely execute basic PowerShell and command-line scripts

Knowledge, Skills, and Abilities:

• Working knowledge of Fortinet firewall technologies
• Working knowledge of Microsoft SQL Server
• Working knowledge of enterprise wireless technologies, including mesh networking, SSID management, WPA2/WPA3 security, VLAN integration, and RADIUS authentication.
• Working knowledge of security fundamentals – endpoint protection, MFA, EDR/XDR, SOC, managed security platforms, phishing, threat management

Credentials and Experience:

• Engineer with minimum 5 years' experience
• Minimum 5 years' experience – Active Directory Support, Microsoft Windows and Windows
• Server Support, and Microsoft 365 Support.
• Minimum 5 years' experience – Network Switching, VLAN, Routing, Firewall, and VPN

Support

• Minimum 5 years' experience – Data Backup and Recovery Support, Endpoint Security
• Support, and VPN Connectivity Support
• Experience troubleshooting complex client-facing technical issues

Preferred Experience:

• MSP experience
• Experience supporting multi-client environments
• Fortinet firewall experience
• UniFi network experience
• Microsoft Intune experience

Preferred Certifications:

• Microsoft 365 Certified – Enterprise Administrator Expert and/or Microsoft 365 Associate

Certifications

• Microsoft Azure Certifications
• Fortinet Certifications
• VCP (VMware Certified Professional)
• A+
• Network+
• Security+
• Other relevant industry certifications demonstrating advanced technical expertise