MSP Level 3 IT Support

About the role

This remote Level 3 IT Support position works on US business hours (3 pm‑11 pm SAST) for a Managed Service Provider serving South African clients. The engineer will own advanced tickets, resolve complex issues and provide escalation support across a wide range of Microsoft and open‑source technologies.

Key responsibilities

• Own escalated help‑desk tickets from assignment through resolution.
• Troubleshoot and resolve complex problems that L1/L2 technicians cannot fix.
• Configure, install, and maintain Windows Server, Active Directory, Exchange, SQL, and cloud services (Microsoft 365, Azure/Entra).
• Manage virtualization platforms (Hyper‑V, VMware), networking, VPNs, firewalls, and backup solutions (Veeam).
• Provide occasional after‑hours and on‑call support for urgent client‑impacting issues.

Required profile

• Ability to work independently and think critically in a fast‑paced MSP environment.
• Strong problem‑solving skills across multiple systems and technologies.
• Professional communication and documentation habits.

Required skills

• Microsoft Server, Active Directory, Group Policy, DNS, DHCP.
• Exchange Server administration and clustering.
• SQL Server, SQL clustering.
• Microsoft 365, Azure, Entra.
• Virtualization (Hyper‑V, VMware) and SAN architecture.
• Networking, wireless, VPN, firewall configuration.
• Backup solutions (Veeam Backup & Replication).
• Linux and UNIX fundamentals.
• Citrix technologies (certification preferred).