L3 Engineer - MSP - Projects & Support
Remote•South Africa•Full-time
ZAR 55,000 - ZAR 57,000 monthly
ZAR 55,000 - ZAR 57,000 monthly
About the Job
Uptime Global is seeking a highly skilled Tier 3 Engineer to join our managed services team. This is a dynamic dual role, primarily focused on project work, while also providing the opportunity to serve as a subject matter expert for complex escalations and high-level support.
Engineers play a vital role in leading infrastructure and cloud projects, auditing security, mentoring junior engineers, and helping define frameworks for zero-trust implementations.
As a member of our technical team, you are critical to our customer success. We are a collaborative team dedicated to creating innovative solutions to solve our customers’ business challenges. We work hard and stay focused, but we never forget that the experience should be inspiring and enjoyable for the team making it all happen.
If you are a passionate team player, eager to continue learning new technologies, and have a strong command of the English language, we want to hear from you!
KEY DUTIES
Project Management:
Engineers play a vital role in leading infrastructure and cloud projects, auditing security, mentoring junior engineers, and helping define frameworks for zero-trust implementations.
As a member of our technical team, you are critical to our customer success. We are a collaborative team dedicated to creating innovative solutions to solve our customers’ business challenges. We work hard and stay focused, but we never forget that the experience should be inspiring and enjoyable for the team making it all happen.
If you are a passionate team player, eager to continue learning new technologies, and have a strong command of the English language, we want to hear from you!
KEY DUTIES
Project Management:
- Lead internal and client projects: migrations, replacements/upgrades, and deployments such as firewalls, network devices, corporate email, anti-spam, platform migration, virtualization, and more.
- Design and implement in cloud environments such as Azure, Intune, SharePoint, and OneDrive.
- Attend project-related client meetings (kick-off and closure) and prepare project plans using our tools (ConnectWise PSA, ASANA, and others).
Customer Support:
- Be the go-to expert for our technical team, taking on complex network, hardware, and software challenges as the final escalation point and helping drive solutions at the highest level.
- Maintain clear communication to actively manage projects to their successful completion and resolve escalated cases.
- Participate in on-call support activities per the on-call schedule.
Systems Management:
- Successfully complete admin training for all of our internal IT systems and tools.
- Audit client environments for security vulnerabilities and assist in infrastructure planning.Lead in tuning alert thresholds across monitoring systems such as backups, anti-virus, critical systems, appliances, devices, and services.
- Assist: Help guide and train L2 engineers while actively contributing to the design and evolution of our internal training initiatives.
- Documentation: Document procedures, troubleshooting steps, and system configurations effectively for internal reference and training purposes.
EXPERIENCE:
Candidates should possess eight or more years of experience in an IT Support role within a business environment, with direct Managed Service Provider (MSP) experience preferred.
Candidates should possess eight or more years of experience in an IT Support role within a business environment, with direct Managed Service Provider (MSP) experience preferred.
Expertise required includes:
- Proficiency in Windows Server, Active Directory, Group Policy, Remote Desktop, Systems Virtualization using Hyper-V and VMWare, and Microsoft Office Products.
- Advanced knowledge of Intune / Azure AD, SharePoint Document Libraries, OneDrive, Microsoft Office 365 management, email (Exchange) administration and SPAM Solution.
- Extensive experience in network design, deployment, administration, and support of equipment and services, including but not limited to firewalls, switches, wireless access points, site-to-site VPNs, and VLANs.
- Comprehensive understanding of cloud security, zero-trust frameworks, and industry best practices.
- Proven experience in project management and coordination of client-facing technical initiatives.
- PowerShell and automation proficiency is preferred.
- Experience managing server and storage hardware, including planning, installation, configuration, maintenance, and troubleshooting to ensure optimal performance and reliability.
Desired Certifications:
Azure, Microsoft 365, Security+, Windows Server, Networking.
Azure, Microsoft 365, Security+, Windows Server, Networking.
Preferred Experience with:
ConnectWise PSA (Manage), ConnectWise Automate, Control (ScreenConnect), IT Glue, BrightGauge, and ThreatLocker.
ConnectWise PSA (Manage), ConnectWise Automate, Control (ScreenConnect), IT Glue, BrightGauge, and ThreatLocker.