Level 3 IT Engineer

Location: Johannesburg (office-based)
Employment Type: Full-Time
Salary: R35000 R40000 per month
Start Date: ASAP

About the Role

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.

Key Responsibilities

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

Performance Measures

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

Requirements

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

Personal Attributes

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