We are seeking a highly skilled and well-rounded 3rd Line Engineer to join our technical operations team. This role is responsible for handling complex escalations, designing and supporting infrastructure platforms, and acting as a technical escalation point across cloud, network, security, and endpoint environments.
The successful candidate will be hands-on, technically strong across multiple domains, and comfortable working in fast-paced, customer-facing and operational environments. This is a senior technical role requiring strong problem-solving ability, excellent communication, and a proactive approach to service improvement and stability.
Key Responsibilities3rd Line Support & Escalation
- Act as the technical escalation point for complex 2nd and 3rd line incidents and service requests
- Lead root cause analysis on major incidents and recurring problems
- Support business-critical systems and ensure high availability
- Participate in major incident management and on-call / rota where required
Infrastructure, Cloud & Systems Engineering
- Design, build, support, and optimise infrastructure across:
- Windows Server & Active Directory
- Microsoft 365, Entra ID (Azure AD), Intune
- Azure (VMs, networking, security, monitoring)
- Virtualisation platforms (VMware / Hyper-V)
- Support hybrid cloud and on-prem environments
- Implement system upgrades, migrations, and platform improvements
Networking & Security
- Troubleshoot and support LAN/WAN, VPNs, firewalls, routing, and switching
- Support security tooling including endpoint protection, vulnerability management, patching, MFA, and identity controls
- Assist with security hardening, compliance requirements, and incident response
- Work closely with security teams to remediate vulnerabilities and improve posture
Automation & Improvement
- Develop and maintain automation using PowerShell or similar scripting tools
- Improve monitoring, alerting, and operational visibility
- Identify opportunities to reduce technical debt and improve reliability
- Contribute to service improvement initiatives and platform standardisation
Documentation, Knowledge & Mentorship
- Produce clear technical documentation and runbooks
- Contribute to knowledge base articles and internal standards
- Provide technical guidance and mentorship to 1st and 2nd line engineers
- Support onboarding and skills uplift within the team
Stakeholder & Customer Engagement
- Work directly with internal stakeholders and customers where required
- Translate technical concepts into clear, practical explanations
- Support service delivery teams with complex technical input
Required Skills & ExperienceEssential
- Proven experience in a 3rd Line / Senior Infrastructure Engineer / Senior Support Engineer role
- Strong hands-on experience across:
- Windows Server, Active Directory, Group Policy
- Microsoft 365, Entra ID (Azure AD), Intune
- Azure infrastructure and networking
- Virtualisation (VMware / Hyper-V)
- Strong networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls)
- Experience supporting security controls and remediation
- Strong troubleshooting, root cause analysis, and escalation handling
- Comfortable working under pressure in live production environments
- Strong documentation and communication skills
Desirable
- FortiGate, Cisco, or Palo Alto firewall experience
- Experience in MSP, ISP, or regulated environments
- Exposure to compliance frameworks (ISO 27001, SOC 2, etc.)
- PowerShell automation experience
Personal Attributes
- Well-rounded technically with strong depth across infrastructure, cloud, networking, and security
- Calm and structured under pressure
- Proactive, accountable, and delivery-focused
- Customer-focused with strong communication skills
- Comfortable taking ownership of complex technical problems
- Committed to continuous learning and improvement
What We Offer
- Competitive salary and benefits
- Training and certification support
- Exposure to enterprise and complex environments
- Clear progression into Senior Engineer / Architect / Technical Lead roles
- A collaborative, high-performance technical environment
Job Type: Full-time
Pay: R65 000,00 - R70 000,00 per month
Ability to commute/relocate:
- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (Required)
Experience:
- 3rd Line Senior Infrastructure Engineer: 4 years (Required)
- Microsoft Windows Server: 3 years (Required)
- Azure AD: 3 years (Required)
- Microsoft 365 : 3 years (Required)
Work Location: In person
