3rd Line Support Engineer

1 week ago

Cape Town, South Africa The Legends Agency Full time

Experienced MSP Engineer Required About the Company Join a rapidly growing Managed Services Provider delivering high-quality IT support, cloud solutions, cyber security services, and project consultancy. The company supports clients across London and surrounding counties, offering a dynamic environment where technical professionals can expand their skill set and progress their careers. About the Role We are seeking a highly capable 3rd Line Support Engineer to serve as a senior escalation point for complex technical issues. This role suits someone who enjoys solving diverse challenges, working across a broad technical stack, and contributing to a fast-paced MSP environment. Key Responsibilities Manage 3rd line escalations from 2nd line engineers, project teams, and account managers Troubleshoot advanced issues across Microsoft 365, Azure, Windows Server, Hyper-V, VPN, Acronis, Veeam, and wider cloud infrastructure Diagnose and fix network and hardware challenges, including firewalls, routers, switches, and on-premises servers Support website hosting escalations, including DNS adjustments, CMS troubleshooting, and migration tasks Share technical insights with the team and contribute to continuous improvement Assist with the delivery of varied IT projects Required Technical Expertise Microsoft Azure administration, configuration, and troubleshooting Microsoft 365 tenant setup and management, including Exchange Online and SharePoint Online Strong understanding of Microsoft Hyper-V and virtualisation concepts Experience with Acronis, Azure Backup, and similar backup technologies Ability to configure and troubleshoot firewalls (WatchGuard, Unifi, SonicWall beneficial) Familiarity with Defender for 365, spam filtering tools, and Cyber Essentials frameworks Experience with antivirus solutions such as ESET Confidence working with DNS changes, website migrations, and hosting troubleshooting Proven experience delivering IT projects from start to finish Additional Requirements Strong MSP background with exposure across 1st to 3rd/4th line duties Good knowledge of RMM tools and ticketing systems At least two Microsoft certifications (e.g., MS-102, AZ-104) A private and reliable home working environment with fast, stable internet (equipment provided) Personal Attributes Customer-focused, approachable, and passionate about delivering excellent service Clear and confident communicator with professional English skills Reliable, accountable, and collaborative Proactive, problem-solving mindset with strong attention to detail Career-driven and looking for long-term growth within a progressive MSP

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