Senior 3rd Line Engineer

1 week ago

Cape Town, Western Cape, South Africa Uptime Solutions Ltd Full time
About the Job

We're seeking a highly skilled and proactive Level 3 Technician with hands-on experience in the Kaseya ecosystem, including Datto RMM, Datto EDR, RocketCyber, IT Glue, Autotask, and related tools. This hybrid role bridges Helpdesk Support, Centralized Services, and Professional Services, offering a dynamic mix of responsibilities.

This role is to support one of our US Clients and the hours will be Eastern time zone. The role is fully remote.

Key Responsibilities:
  • Perform scheduled maintenance tasks, including patch management, firmware updates, and routine system health checks.
  • Monitor and remediate alerts generated from RMM, EDR, and monitoring tools to maintain optimal performance and security posture.
  • Contribute to automation and process improvements by documenting SOPs, updating scripts, and streamlining recurring tasks.
  • Ensure compliance with internal standards and security baselines through regular audits and corrective actions.

Professional Services:
  • Assist with the execution of internal and client-facing projects such as system migrations, infrastructure upgrades, network deployments, and security enhancements.
  • Coordinate with senior engineers and project managers to deliver high-quality outcomes on time and within scope.
  • Perform after-hours project tasks as needed to minimize client disruption and meet tight timelines.
  • Document project milestones, configurations, and lessons learned in IT Glue and Autotask.

Helpdesk Services:
  • Provide helpdesk assistance, responding to end-user tickets, ensuring timely resolution and excellent communication.
  • Support, and troubleshoot Microsoft 365 and Azure environments, including Exchange Online, SharePoint, Teams, Entra ID.
  • Troubleshoot and resolve complex issues involving Windows environments, networking, email, security tools.
  • Act as a technical escalation point for junior technicians and contribute to internal knowledge sharing.
  • Maintain clear, professional communication with clients while adhering to SLAs and quality standards.

Required Qualifications:
  • 3+ years of experience in an MSP or MSSP environment.
  • Strong written and verbal communication skills.
  • Experience with Microsoft 365, Intune and Azure.
  • Experience in Windows Server/Workstation administration, Active Directory, DNS, DHCP.
  • Strong troubleshooting skills across networks, systems, and security tools.
  • Familiarity with PowerShell or scripting for task automation.
  • Excellent written documentation and organizational skills.

What can Uptime offer you?
  • Access to company-funded training and development opportunities.
  • Cross-border collaboration with leading MSPs and our colleagues across the globe.
  • Learning and exposure to the latest technologies.
  • A workplace that's committed to diversity, equity, inclusion, and belonging culture.
  • Remote working – full work- kit is supplied by us.
 

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