Location: Johannesburg (office-based)
Employment Type: Full-Time
Salary: R35,000 – R40,000 per month
Start Date: ASAP
Our client is seeking an experienced Level 3 IT Engineer to join their technical support team. This senior-level role is responsible for managing complex escalations, advanced troubleshooting, and providing expert technical support across infrastructure, networks, systems, and applications.
The successful candidate will play a key role in maintaining system performance, resolving critical incidents, enhancing security, and supporting ongoing IT improvement initiatives.
This position is primarily office-based, with occasional travel to client sites. Reliable transport is essential.
Advanced Technical Support
• Manage and resolve high-level technical incidents escalated from support teams
• Perform advanced troubleshooting across infrastructure, networking, systems, and applications
• Conduct root cause analysis for critical incidents
• Implement long-term solutions to prevent recurring issues
• Collaborate with external technical partners where required
• Apply system updates, patches, and technical fixes
Infrastructure Management
• Monitor and maintain system availability and performance
• Identify and address potential system issues proactively
• Support infrastructure upgrades and optimisation initiatives
• Assist with performance tuning across systems and networks
Security & Compliance
• Resolve security-related incidents efficiently
• Deploy security patches and updates within required timeframes
• Ensure adherence to internal compliance and security standards
• Identify vulnerabilities and recommend corrective action
Documentation & Knowledge Sharing
• Maintain accurate technical documentation
• Update internal knowledge bases with solutions and troubleshooting guides
• Provide mentorship and technical guidance to junior engineers
• Ensure complete and detailed escalation documentation
Project & Strategic Support
• Contribute to system upgrades and technology improvement initiatives
• Support automation and infrastructure enhancement projects
• Assist with implementation of new technologies and system improvements
Client Support
• Provide onsite technical support when required
• Deliver professional and effective client service
• Minimise disruption to business operations through efficient resolution
• Incident resolution turnaround time
• Root cause analysis completion
• Reduction in recurring technical issues
• System uptime and reliability
• Security patch deployment efficiency
• Documentation quality and contribution
• Customer satisfaction
• Contribution to technical improvement initiatives
Experience
• Proven experience in a senior IT support or infrastructure engineering role
• Strong experience supporting enterprise-level technical environments
• Advanced troubleshooting and incident resolution capability
• Experience handling critical technical escalations
Technical Skills
• Advanced server administration
• Virtualisation technologies
• Networking including firewalls, VPNs, routing, and switching
• Cloud-based platforms and services
• Directory services and infrastructure management
• Backup and recovery solutions
• Security patching and vulnerability remediation
• Monitoring and performance management tools
Qualifications
• Relevant IT qualification
• Industry certifications advantageous
• Strong analytical and problem-solving skills
• Ability to perform under pressure
• Excellent attention to detail
• Client-focused and professional
• Proactive and self-motivated
• Strong communication and collaboration skills
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