L3 Remote Support Engineer (Shift Work)
IT
Eastern Cape ~ Gauteng ~ KZN ~ Western Cape
Role overview
Provide 2nd /3rd line remote support on a 24/7 basis, resolving incidents, major outages and security alerts for an international customer base, while meeting defined SLAs and customer satisfaction targets.
Key responsibilities
- Deliver 2nd /3rd line remote support for servers, networks, cloud services and end‑user environments.
- Handle major incidents, outages and critical service restorations, including hardware and infrastructure failures.
- Manage CDR/MDR alerts, perform investigations and remediation, and document actions.
- Use monitoring and patching tools (e.g. N-able/SolarWinds or similar) for troubleshooting, reporting and Windows updates.
- Ensure all incidents and requests are logged and progressed in the ITSM tool, meeting SLA and KPI targets (e.g. CSAT, first‑time fix, ticket volumes).
- Provide guidance and escalation support to junior team members where applicable.
Core skills and experience
- Solid 2nd line and 3rd line experience across servers, networks, Office 365, Azure and virtualisation.
- Strong track record handling network failures, major incidents and critical service restorations.
- Experience with monitoring/patching platforms and security alerting tools.
- Excellent written and verbal communication, strong customer focus and team orientation.
- Ability to work independently during night/shift hours and make sound decisions under pressure.
Requirements
- Degree or diploma in IT/Computer Science and/or relevant industry certifications (Microsoft on‑prem/Azure).
- 3 – 5 years in a similar role
- MSP Experience essential
- Advantageous: SonicWall, networking/security certifications, ITIL Foundation.
Working pattern & equipment
- Shift work covering 24/7 service, including nights, weekends and public holidays, on a rotating roster.
- Requires stable uncapped internet, a suitable home workspace and appropriate hardware
