MSP Level 3 IT Support

Remote within South AfricaUS working hours (3pm-11pm/4pm-12am SAST)This L3 help desk escalation role is responsible for owning advanced technical ticket through resolution and providing advanced troubleshooting across multiple systems and technologies.The right candidate must be able to work independently, think critically, troubleshoot complex issues across multiple systems, and operate professionally in a fast-paced MSP environment.This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Microsoft Server, Active Directory, Exchange, SQL, cloud infrastructure (Microsoft 365, and Azure/Entra), virtualization technologies, networking, wireless technologies, VPNs, firewalls, backups, Linux, UNIX, and related systems all these areas. The more capable the engineer is across these technologies, the higher the utility value.This role also occasionally participates in after-hours and on-call support for urgent escalations and client-impacting issues as required.Position Responsibilities: Primary Responsibilitieso Own escalated help desk tickets from assignment through resolution.o Troubleshoot complex issues that L1/L2 technicians are unable to resolve. Server Operating Systemso Architecting, Installation, configuration and troubleshooting o Configure file, print and remote access services o Basic administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backupo Troubleshoot Active Directory, Group Policy, DNS, DHCP, authentication, and domain? related issues Enterprise E-mailo Required: Exchange Servero Installation, configuration and troubleshooting of clients, including remote clientso Extreme administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases, replication and Clustering Workstationo Required: Windows o Troubleshooting and configuration o Automating configuration of standard mail and messaging clients including Outlooko Automating installation configuration, and customization of MS Office Suite applications per customer's preferenceso Solid understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, hard drives, smart phones and tablets Datacenter Technologieso Working Knowledge of SQL Clusteringo Working Knowledge of Enterprise Backup Systems, including Veeam Backup & Replicationo Working Knowledge of High Availability load balancing solutionso Working knowledge of Hyper-V, VMware, and other virtualization technologies, including troubleshooting host, storage, networking, snapshot, and virtual machine performance issues.o Working Knowledge of Exchange Clusteringo Working Knowledge of SAN architectureo Working Knowledge / Certification in Citrix Technologies Cloud Infrastructureo Working knowledge of either or both Microsoft Azure or Amazon AWSo Working knowledge of M365 components such as Exchange Online, Teams, SharePoint, Intune, Security & Compliance, and ATPo Working knowledge of Microsoft Entra ID, Conditional Access, MFA, and cloud identity managemento Troubleshooting of Exchange Online, Teams, SharePoint, OneDrive, and Microsoft 365 licensing and access issues Other Preferred Technical Knowledgeo Solid understanding of and ability to configure TCP/IP subnetting and troubleshooting Internet connectivityo Experience with and understanding of routers and firewalls o Understanding of VLANs, VPNs, routing, firewall policies, and wireless troubleshootingo Ability to diagnose whether an issue is workstation, server, firewall, ISP, DNS, routing, VPN, or wireless relatedo Experience and understanding of Remote Desktop Services & Citrix o Understanding of relationship between routers, switches, patch panels and connecting nodes to a networko Understanding of DNS services o Experience with Fortinet firewalls, switches, and wireless infrastructureo Experience with UniFi switches and wireless infrastructureo Experience with MSP platforms such as ConnectWise Manage, IT Glue, and N-central is preferred. Other Considerationso DAILY time entry accounting for at least 9 hours in the form of Resolution Notes in Service Ticketso Monthly billing should be at least 75% or more of a typical month of about 170 hours availableo Regular and timely completion of Minimum Documentation Standards for each client o On-going self-training to preserve professional viability is a musto The ability to regularly score 10's on the Quality Assurance surveyo Good communication with Account Managers and Team Leader with regards to events and changes transpiring at client siteso Ability to communicate with client at all levels from end users, IT personnel and CxO's and to understand business issues in context of IT issueso Takes ownership of tasks and follows through to ensure complete resolution o Takes a pe