IT Service and Support Engineer
Posted 10 Aug 2026
Advertised as “IT Service and Support Engineer for Helpdesk - Office Based Umhlanga”
BranchFactor Summary
The original posting with the fluff stripped out
- Management level
- Individual contributor
- Contract
- Full-time
No salary listed for this role.
CertificationsMS 102
The Opportunity
Ready to level up your IT career?
We’re on the hunt for a driven, customer-obsessed Level 3 IT Support Engineer to join our fast-growing team supporting a UK-based Managed Service Provider.
This isn’t your average support role. You’ll be right in the middle of the action—solving real problems, supporting live environments, and playing a key role in onboarding and upgrading client systems.
If you thrive in a fast-paced environment, love solving complex technical challenges, and want to be part of a team that delivers real impact daily—this is for you.
What You’ll Be Doing
- Taking ownership of Level 3 escalations—diagnosing, troubleshooting, and resolving issues with confidence
- Managing ticket queues like a pro—meeting SLAs and keeping clients informed every step of the way
- Supporting the 1st and 2nd Line team when it matters most (especially during busy periods)
- Assisting with client onboarding, upgrades, and implementations across systems, hardware, and infrastructure
- Keeping documentation sharp, accurate, and always up to date
- Spotting trends, recurring issues, and contributing to continuous service improvements
What You Bring
- Proven experience in an MSP environment (non-negotiable)
- A strong customer-first mindset—you genuinely care about outcomes
- Confidence communicating with users at all levels (from non-tech to technical stakeholders)
- The ability to prioritise, troubleshoot, and deliver under pressure
- A proactive, solutions-driven approach—you don’t wait, you act
- Strong organisational skills with the ability to juggle multiple priorities
Requirements
Your Tech Toolkit
You’ll need solid experience in:
- Microsoft Windows Server
- Windows 10/11
- Active Directory (user & group management)
- Microsoft 365 / Office 365 administration
- Networking fundamentals (DNS, DHCP, VLANs = a bonus)
Bonus points if you’ve worked with:
- Microsoft Azure
- PSA tools (Autotask or similar)
- Backup & DR solutions (Veeam, Datto)
- MS-102 (Microsoft 365 Administrator)