Level 3 IT Support Engineer - Helpdesk (Office Based, Umhlanga)

About the role

Growth Resourcing is recruiting a Level 3 IT Support Engineer for a fast-growing team supporting a UK-based Managed Service Provider. The role is office based in Umhlanga and involves solving real problems, supporting live environments and helping with onboarding and upgrading client systems.

Key responsibilities

• Take ownership of Level 3 escalations, diagnosing, troubleshooting and resolving issues
• Manage ticket queues, meeting SLAs and keeping clients informed
• Support the 1st and 2nd line team, especially during busy periods
• Assist with client onboarding, upgrades and implementations across systems, hardware and infrastructure
• Keep documentation accurate and up to date
• Spot trends and recurring issues and contribute to continuous service improvement

Required profile

• Proven experience in an MSP environment (non-negotiable)
• Strong customer-first mindset and confidence communicating with users at all levels
• Able to prioritise, troubleshoot and deliver under pressure
• Proactive, solutions-driven approach and strong organisational skills

Required skills

• Microsoft Windows Server
• Windows 10/11 and Active Directory (user and group management)
• Microsoft 365 / Office 365 administration
• Networking fundamentals (DNS, DHCP, VLANs are a bonus)
• Bonus: Microsoft Azure, PSA tools such as Autotask, backup and DR solutions such as Veeam and Datto, and MS-102 certification

What we offer

• Competitive salary with strong growth potential
• A scaling business backed by UK sales leaders
• A high-performance, supportive environment
• Career progression opportunities