Job Openings Level 3 IT Support

About the job Level 3 IT Support

Job Title: Level 3 IT Support Specialist

Location: Remote within South Africa
Job Type: Full-time US working hours: 3pm-11pm/4pm-12am, Monday - Friday

Job Summary

We are seeking a highly skilled and motivated Level 3 IT Support Specialist to join our technical operations team. In this role, you'll act as an escalation point for complex issues, working closely with Tier 1 and Tier 3 teams to ensure systems reliability, efficient problem resolution, and high-quality service delivery across our Microsoft ecosystem, network infrastructure, and endpoint environments.

Key Responsibilities

  • Serve as the final escalation point for technical issues involving end-user devices, infrastructure, and core IT services.

  • Administer and troubleshoot the Microsoft 365 ecosystem including Exchange Online, Teams, SharePoint, and OneDrive.

  • Manage and secure identity and access using Microsoft Entra (Azure AD), including MFA, SSO, Conditional Access, and user/group management.

  • Oversee device management with Microsoft Intune: enrolment, compliance, and configuration profiles.

  • Monitor and respond to security events using Defender for Endpoint and the Microsoft Security & Compliance Center.

  • Perform advanced networking diagnostics and configurations involving Layer 2/3 protocols, VLANs, STP, NAT, DHCP, and DNS.

  • Diagnose and resolve performance issues including broadcast storms, network loops, and device latency.

  • Configure and support network and security hardware including SonicWall firewalls, Cisco/Meraki/UniFi devices, and HP/Dell enterprise switches.

  • Troubleshoot Windows 10/11 devices: performance issues, update failures, hardware conflicts, and application errors.

  • Conduct root cause analysis and provide detailed documentation of incidents, resolutions, and process improvements.

  • Use PowerShell and CMD tools for system administration, automation, and network diagnostics.

  • Support and guide Tier 1 and Tier 2 technicians, contributing to knowledge sharing and technical documentation.

  • Use ticketing systems like Freshdesk (or equivalent) to manage and resolve support issues.

  • (Optional but preferred) Provide support for macOS/iOS environments.

Required Skills & Experience

Technical Proficiency:

  • Microsoft Ecosystem:

    • Office 365 (Exchange Online, SharePoint, OneDrive, Teams)

    • Azure AD / Microsoft Entra user/group management, MFA, SSO

    • Microsoft Intune device management

    • Microsoft Defender for Endpoint

    • Microsoft Security & Compliance DLP, audit logs, retention

  • Networking:

    • Strong grasp of Layer 2/3 concepts (VLANs, STP, subnetting, NAT, DNS, DHCP)

    • Experience resolving network performance issues

  • Infrastructure Tools:

    • SonicWall firewall/VPN setup

    • Cisco / Meraki / UniFi network hardware configuration

    • HP / Dell enterprise switches CLI & GUI

  • Desktop Support:

    • Windows 10/11 troubleshooting

    • Application and hardware diagnostics

    • Experience with dual monitors, docking stations, peripherals

  • Scripting & Tools:

    • PowerShell for automation and Microsoft service integration

    • CMD tools (ping, ipconfig, netstat, etc.)

    • Ticketing systems (Freshdesk or similar)

    • Exposure to Microsoft Graph API (or willingness to learn)

Soft Skills & Expectations

  • Analytical mindset with strong root cause analysis capability

  • Clear, concise communication with technical and non-technical users

  • Attention to detail in documenting issues and solutions

  • Ability to work independently while collaborating effectively across IT tiers

  • Commitment to continuous improvement and proactive problem-solving

Preferred Qualifications:

  • Certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA Network+, or equivalent

  • Experience supporting macOS/iOS environments

  • Familiarity with hybrid or remote work IT support



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