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Open nowPosted 55 days ago

3rd Level IT Helpdesk Engineer - Office Based

Workable (global search)108,016 open roles

Where
Umhlanga, KwaZulu-Natal, South Africa
Work mode
On site
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Your applicationOpen now3rd Level IT Helpdesk Engineer - Office BasedWorkable (global search) · Umhlanga, KwaZulu-Natal, South Africa

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 55 days ago

Workable (global search) median: 7 days open

The posting

This is a customer-focused position within a fast-paced Managed Service Provider (MSP) environment. The successful candidate will be responsible for delivering high-quality Level 3 technical support while assisting the project team with onboarding, migrations, upgrades, and infrastructure improvement activities for both new and existing clients.

The role requires a strong commitment to customer satisfaction, technical excellence, and ownership of outcomes, with the ability to work effectively in a dynamic and service-driven environment.

Key Responsibilities

  • Deliver Level 3 technical support for customer issues escalated from the Service Desk, ensuring timely and effective resolution
  • Proactively monitor and manage support ticket queues to meet SLA targets.
  • Maintain clear and professional communication with customers throughout the support lifecycle.
  • Support the 1st and 2nd Line team during high-volume periods, including assisting with customer calls and escalations.
  • Assist with implementation and project tasks across software, hardware, cloud, and infrastructure services.
  • Participate in customer onboarding, migrations, upgrades, and system deployments both remotely and occasionally on-site.
  • Administer and support Microsoft 365 environments, including user management, licensing, and security configurations.
  • Manage and maintain Microsoft Entra ID, including user access, authentication methods, and identity management.
  • Configure and support Conditional Access Policies and Microsoft 365 security features to improve customer security posture.
  • Assist with endpoint security, compliance policies, and best-practice security implementations.
  • Accurately document work completed and maintain up-to-date technical documentation and configuration records.
  • Identify recurring issues and contribute to continuous service improvement initiatives, knowledge base updates, and root-cause prevention.
  • Collaborate effectively with internal teams to deliver high standards of customer service and technical support.

Requirements

Key Skills & Experience Required

  • Minimum of 2 years of experience working within an MSP environment is essential.
  • Strong background in customer-focused technical support roles.
  • Excellent troubleshooting and problem-solving skills.
  • Ability to prioritise and manage multiple tasks effectively in a fast-paced environment.
  • Strong communication and interpersonal skills with the ability to work with users at all levels.
  • Proactive approach with strong attention to detail and commitment to delivering on promises.
  • Experience working to SLAs and maintaining high service standards.
  • Well-organised with strong time management skills.

Technical Skills / Qualifications

Minimum Skills Required

  • Microsoft Windows Server administration
  • Microsoft Windows 10/11 Desktop Operating Systems
  • Active Directory user and group management
  • Microsoft 365 administration
  • Microsoft Entra ID administration
  • Conditional Access Policy configuration and support
  • Microsoft 365 security and compliance fundamentals
  • Network fundamentals including DNS and DHCP
  • Basic understanding of VLANs and networking concepts

Desirable Skills

  • MS-102: Microsoft 365 Administrator certification
  • Microsoft Azure administration
  • Experience with Intune / Endpoint Management
  • Experience with Autotask or similar PSA and remote monitoring tools
  • Backup and disaster recovery platforms such as Veeam or Datto
  • Experience supporting cybersecurity best practices within customer environments

Benefits

Why Join Growth Resourcing?

  • 💸 Competitive salary with strong growth potential
  • 📈 Be part of a scaling business backed by UK sales leaders
  • 🤝 Work in a high-performance, supportive environment
  • 🚀 Real career progression opportunities—we grow people, not just teams
  • 🧠 Learn fast, move fast, and make an impact from day one
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