3rd Line Engineer

7 days ago

Cape Town, Western Cape, South Africa Smart4 Energy Full time

3rd Line Engineer – 24/7 Service Desk (Cape Town)

Shift Pattern: 4 days on / 4 days off | Day & Night Shifts | Includes Bank/Public Holidays

Location: Cape Town Office (Onsite)

We are looking for an experienced
3rd Line Engineer
to join our 24×7 Service Desk as the team's
subject matter expert
. In this pivotal role, you will design, implement, and support advanced technical solutions across our support technologies, while acting as the
final point of escalation
for complex issues. You will help shape continuous improvement, automation, and governance within the service, contributing to strategic initiatives that enhance both operational efficiency and the customer experience.

Key Responsibilities

  • Handle incoming customer calls, create tickets, and provide support via our ITSM tool (FreshService).
  • Serve as the final escalation point for all complex incidents and service requests, ensuring full lifecycle ownership.
  • Raise, review, implement and technically approve change requests in line with Change Management processes; attend CAB as required.
  • Lead root cause analysis and Problem Management efforts in collaboration with the Problem Manager.
  • Evaluate customer solutions to identify improvements, efficiencies and opportunities for optimisation.
  • Maintain clear, professional communication with customers, ensuring they are informed and satisfied throughout the process.
  • Manage and monitor both personal and team ticket queues to ensure timely updates, progress and resolution.
  • Collaborate closely with internal teams to ensure smooth escalations and timely issue resolution.
  • Drive the creation and maintenance of knowledge base articles, documenting complex fixes and common workarounds.
  • Provide technical mentoring and guidance to team members.

Essential Skills & Experience

5+ years' experience
providing remote support across:

  • Microsoft 365 administration & licensing
  • Microsoft AVD & Remote Desktop
  • Microsoft Active Directory & Entra ID
  • Microsoft Exchange & Exchange Online
  • Microsoft Intune & Group Policy
  • Microsoft SharePoint & OneDrive
  • Microsoft Teams
  • End-user devices & desktop support
  • On-premise networking
  • VMware
  • Strong customer focus with excellent communication and interpersonal skills
  • Proactive, solutions-oriented approach
  • PowerShell experience
  • Familiarity with ITSM and remote support tools
  • MD-102, MS-700, SC-300 or similar certification
  • Experience on an international scale

Desirable

  • Experience with Microsoft virtualised environments
  • ITIL Foundation certification
  • MS-102 certification

Personal Qualities

  • Resilient and adaptable in a fast-paced environment
  • Committed to delivering high-quality service
  • Exceptional attention to detail
  • Able to perform under pressure and navigate difficult situations
  • Strong time management skills with the ability to prioritise effectively

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