Tier 3 IT Support Engineer / Project Specialist
US MSP Environment
We are looking for a highly skilled Tier 3 IT Support Engineer / Project Specialist to work remotely supporting US-based MSP clients. This role operates from 15:00 – 00:00 SA time to align with US business hours. You will need to stay in close proximity to Cape Town or Sandton to utilize our offices as a backup if needed; being offline in this role is not an option.
This is a senior, client-facing role suited to an engineer with strong technical depth, excellent spoken English, and the ability to confidently engage with international MSP teams, clients, vendors, and stakeholders.
You will be involved in advanced escalations, new client setups, migrations, infrastructure improvements, and complete technical projects across cloud, server, network, security, and modern workplace environments.
What You’ll Do
- Own and deliver technical projects from planning through to completion
- Design and implement new client environments, including Microsoft 365, Azure, networking, security, and endpoint standards
- Lead migrations, upgrades, tenant setups, server moves, cloud transitions, and infrastructure refreshes
- Handle advanced escalations across servers, networks, cloud platforms, firewalls, VPNs, VoIP, and security tools
- Work across Microsoft 365, Azure, Entra ID, Intune, SharePoint, Exchange Online, and hybrid environments
- Configure and support firewalls, VLANs, VPNs, wireless networks, and site-to-site connectivity
- Improve client environments through documentation, standards, automation, and proactive recommendations
- Use RMM, PSA, and ticketing platforms such as Kaseya, ConnectWise, NinjaOne, Atera, and similar MSP tools
- Collaborate directly with US-based MSP teams, vendors, and clients on technical planning and execution
Requirements & Technical Skills
- 8+ years’ IT experience, with strong MSP or multi-client support experience preferred
- Proven Tier 3 experience handling complex escalations and technical projects
- Strong experience with:
- Microsoft 365, Azure, Entra ID, Exchange Online, SharePoint, Teams
- Windows Server, Active Directory, DNS, DHCP, Group Policy
- Intune, endpoint management, conditional access, MFA, and device security
- Firewalls, VLANs, VPNs, switching, routing, and wireless networks
- Backup, disaster recovery, monitoring, and infrastructure documentation
- Experience with migrations, including:
- Microsoft 365 tenant migrations
- Email migrations
- Server-to-cloud or server refresh projects
- Domain, file server, SharePoint, and endpoint transitions
- Solid understanding of cybersecurity best practices and frameworks such as CIS Controls, ISO 27001, NIST, or similar
- Ability to work independently, make sound technical decisions, and communicate clearly with clients and technical teams
- Strong documentation, planning, and handover skills
- VoIP experience, would be beneficial
Ideal Candidate
This role is ideal for a senior engineer who enjoys solving complex problems, building proper systems, and delivering projects that improve client environments.
You should be comfortable working beyond reactive support, taking ownership of technical outcomes, and helping US-based MSPs deliver a higher standard of service to their clients.
Please note the selected candidate will also be subject to extensive background checks due to the sensitive nature of our clients.
Pay: R45 000,00 - R65 000,00 per month
Application Question(s):
- Do you have extensive experience supporting remote users (Telephone support)?
- Have you been the technical lead on multiple large scale new installations and/or migrations of system in environments with more than 100 users?
- Will you be willing to come and work from our office from time to time, but specifically if your home setup fails?
Education:
Experience:
- Microsoft 365 administration: 2 years (Required)
- IT Support: 10 years (Required)
- MSP: 3 years (Required)
Language:
Work Location: Remote
