Job Description
Job Summary We are seeking a highly skilled and experienced Level 3 Support Engineer to join our growing team. The successful candidate will provide advanced technical support for our cloud and on-premises infrastructure. This role requires a strong understanding of Azure, Azure AD, M365, networking, and firewalls. You will be responsible for troubleshooting complex IT issues, escalating incidents as necessary, and providing exceptional customer service to our end-users. Key Responsibilities Provide third-level technical support for complex IT issues related to Azure, Azure AD, M365, networking, and firewalls. Troubleshoot and resolve incidents efficiently and effectively. Escalate complex issues to appropriate teams or vendors as required. Document incident resolution steps and knowledge base articles. Document technical procedures and processes. Provide technical guidance and support to Level 1 and Level 2 Service Desk Engineers. Identify and implement process improvements to enhance service delivery. Monitor system performance and proactively identify potential problems before they occur. Implement and maintain IT infrastructure and cloud best practices and security protocols. Automate routine IT infrastructure and cloud tasks using scripting languages like Python or PowerShell. Stay up-to-date on the latest IT infrastructure and cloud technologies. Contribute to the development and implementation of cloud migration strategies. Collaborate with other IT teams (Security, Development) to ensure seamless integration of cloud solutions. Maintain a high level of customer satisfaction. Required Skills and Experience Minimum of 5 years experience in a Level 3 service desk or similar role. In-depth knowledge of Azure, Azure AD, and M365 services. Strong understanding of networking concepts and troubleshooting techniques. Experience with firewall technologies. Excellent problem-solving and analytical skills. Strong customer service orientation. Ability to work independently and as part of a team. Strong written and verbal communication skills. Industry recognized certifications (e.g., Microsoft Certified, CompTIA) desirable. Desired Skills Experience with ITIL frameworks. Scripting skills (e.g., PowerShell, Python). Experience with incident management and service desk tools. Personal Attributes Strong attention to detail. Ability to prioritise tasks and manage time effectively. Excellent interpersonal and communication skills. Adaptability to changing priorities and environments. This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all duties and responsibilities. Skills: Troubleshooting Monitoring Customer Care Benefits: Medical Aid / Health Care