3rd Line Service Desk Engineer
Listed on 2026-11-01
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IT/Tech
IT Support, Systems Administrator, Technical Support, Network Administrator
3rd Line Service Desk Engineer
Knysna, WC
Market Related Salary
A specialised IT services company is looking for an experienced 3rd Line Service Desk Engineer to join its team in Knysna. This is a full-time, on-site position suited to a highly skilled IT professional with strong technical troubleshooting abilities, advanced Microsoft 365 administration experience, and in-depth knowledge of networking and infrastructure.
Requirements
Minimum of 5 years’ hands-on technical IT experience, preferably within a managed services environment
At least 3 years’ experience administering and supporting Microsoft 365 environments
Strong experience with Exchange Online, SharePoint, Microsoft Teams, Intune and Entra
Solid networking knowledge, including TCP/IP, DNS, DHCP, VLANs, VPNs, routing, switching and wireless technologies
Proven experience configuring, managing and troubleshooting firewalls, with Forti Gate experience highly advantageous
Strong technical support and troubleshooting skills across hardware, software, networks and IT services
Experience diagnosing and resolving complex technical escalations
Knowledge of fibre connectivity, wireless networks and network infrastructure
Experience working within a managed services or service desk environment
Familiarity with ticketing systems, monitoring tools, incident management and service request processes
Ability to perform root cause analysis and implement effective corrective solutions
Strong documentation, organisational and problem-solving skills
Excellent communication and customer service skills, with the ability to explain technical concepts to technical and non-technical users
Ability to work independently, manage priorities and provide guidance to junior technical support staff
A relevant IT qualification or equivalent practical experience in IT support and networking
Fluency in both English and Afrikaans, with excellent written and verbal communication skills
German language proficiency will be an added advantage
Duties
Handle complex 2nd and 3rd line technical support escalations
Diagnose, troubleshoot and resolve advanced hardware, software, network and connectivity issues
Administer, configure and support Microsoft 365 environments, including Exchange Online, SharePoint, Teams, Intune and Entra
Configure, maintain and troubleshoot network infrastructure, including routers, switches, VLANs, VPNs and wireless systems
Manage and troubleshoot firewalls, with particular emphasis on Forti Gate technologies
Investigate and resolve fibre, wireless and internet connectivity problems
Perform root cause analysis and implement preventative and corrective measures
Monitor and manage incident queues, service requests and technical escalations to ensure timely resolution
Provide technical guidance and support to 1st and 2nd line support technicians
Maintain and improve the stability, performance and security of client IT environments
Configure, maintain and optimise network and Microsoft cloud infrastructure
Liaise with vendors, internet service providers and third-party technical support teams
Communicate technical findings, progress updates and resolutions clearly to clients and internal stakeholders
Maintain accurate technical documentation, support records and knowledge base articles
Assist with technical projects, infrastructure upgrades, installations and system improvements
Identify opportunities to improve support processes, technical standards and service delivery
Ensure all work is completed in accordance with established procedures, security requirements and best practices
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