Lead Technical Engineer - 3rd Line

Senior Technical Engineer - 3rd Line Join Advania as a Senior Engineer! Deliver exceptional IT support, solve complex problems, and thrive in a hybrid work environment while advancing your career with a leading tech company. Join Us Senior Technical Engineer - 3rd Line Position Overview We are looking for a Senior Technical Engineer to join our team in Cape Town. In this role, you will assist with proactive maintenance, reactive incident response, and the planning and delivery of the wider project roadmap. You will will provide third-line support for issues escalated from the internal IT team, ensuring customer requirements are met efficiently. Strong problem ownership and clear communication with customers are essential for success in this role. Salary & Benefits We offer a competitive base salary for this position, in addition to the corporate benefits. Click here for the list of benefits. Hybrid working We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team. Responsibilities Some of your day-to-day responsibilities will include: Log all client issues, queries, and requests into the ticket management system. Ensure the client's systems and network infrastructure run smoothly and securely. Provide level 3 server, network, and desktop technical support, diagnosing issues, and providing a high level of first-time fix. Action hardware configurations and software installations. Manage and work to client's SLAs, escalating any concerns. Create and maintain customer-specific infrastructure documentation. Take ownership of problem resolution and be the point of escalation for the internal IT team. Undertake all other reasonable requests in accordance with the client's support requirements or strategic technical goals. Qualifications & Experience 1-2 years’ experience as a senior service desk engineer supporting SMEs, with professional experience of operating at a 3rd line level Networking experience: TCP/IP, OSI model, Layer 2 technologies (switching, wireless), IP Routing in a multi-subnet infrastructure, Firewall maintenance and configuration. Active Directory experience: OU/Directory Structure, Group policies, DNS & DHCP, Sites, Subnets and Services. Azure/M365 experience: Entra (SSO/SCIM Provisioning), Azure AD Connect, IaaS Networking and Virtual Machines, Azure SQL DBA, Azure App Services, Conditional Access. Defender experience: Defender for Cloud and Endpoints, Vulnerability Management. About Us: We are the tech company with people at heart. At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services. Our Selection Process: We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law. Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form. As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted. #LI-Hybrid Department Advania SMB Role SMB Service Desk / Service Management Locations Cape Town, South Africa Remote status Hybrid About Advania UK We are the tech company with people at heart. Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.