# 3rd Level IT Helpdesk Engineer - Office Based

> Growth Resourcing · Umhlanga, South Africa · Full-time · Posted 2026-07-20

**Salary:** unknown currency 180,000–240,000

**Workplace:** on_site

**Department:** IT

## Description

This is a customer-focused position within a fast-paced Managed Service Provider (MSP) environment. The successful candidate will be responsible for delivering high-quality Level 3 technical support while assisting the project team with onboarding, migrations, upgrades, and infrastructure improvement activities for both new and existing clients.

The role requires a strong commitment to customer satisfaction, technical excellence, and ownership of outcomes, with the ability to work effectively in a dynamic and service-driven environment.  
  
**Key Responsibilities**

-   Deliver Level 3 technical support for customer issues escalated from the Service Desk, ensuring timely and effective resolution

-   Proactively monitor and manage support ticket queues to meet SLA targets.
-   Maintain clear and professional communication with customers throughout the support lifecycle.
-   Support the 1st and 2nd Line team during high-volume periods, including assisting with customer calls and escalations.
-   Assist with implementation and project tasks across software, hardware, cloud, and infrastructure services.
-   Participate in customer onboarding, migrations, upgrades, and system deployments both remotely and occasionally on-site.
-   Administer and support Microsoft 365 environments, including user management, licensing, and security configurations.
-   Manage and maintain Microsoft Entra ID, including user access, authentication methods, and identity management.
-   Configure and support Conditional Access Policies and Microsoft 365 security features to improve customer security posture.
-   Assist with endpoint security, compliance policies, and best-practice security implementations.
-   Accurately document work completed and maintain up-to-date technical documentation and configuration records.
-   Identify recurring issues and contribute to continuous service improvement initiatives, knowledge base updates, and root-cause prevention.
-   Collaborate effectively with internal teams to deliver high standards of customer service and technical support.

## Requirements

### Key Skills & Experience Required

-   Minimum of 2 years of experience working within an MSP environment is essential.
-   Strong background in customer-focused technical support roles.
-   Excellent troubleshooting and problem-solving skills.
-   Ability to prioritise and manage multiple tasks effectively in a fast-paced environment.
-   Strong communication and interpersonal skills with the ability to work with users at all levels.
-   Proactive approach with strong attention to detail and commitment to delivering on promises.
-   Experience working to SLAs and maintaining high service standards.
-   Well-organised with strong time management skills.

### Technical Skills / Qualifications

### Minimum Skills Required

-   Microsoft Windows Server administration
-   Microsoft Windows 10/11 Desktop Operating Systems
-   Active Directory user and group management
-   Microsoft 365 administration
-   Microsoft Entra ID administration
-   Conditional Access Policy configuration and support
-   Microsoft 365 security and compliance fundamentals
-   Network fundamentals including DNS and DHCP
-   Basic understanding of VLANs and networking concepts

### Desirable Skills

-   MS-102: Microsoft 365 Administrator certification
-   Microsoft Azure administration
-   Experience with Intune / Endpoint Management
-   Experience with Autotask or similar PSA and remote monitoring tools
-   Backup and disaster recovery platforms such as Veeam or Datto
-   Experience supporting cybersecurity best practices within customer environments

## Benefits

###  Why Join Growth Resourcing?

-   💸 Competitive salary with strong growth potential
-   📈 Be part of a **scaling business backed by UK sales leaders**
-   🤝 Work in a high-performance, supportive environment
-   🚀 Real career progression opportunities—we grow people, not just teams
-   🧠 Learn fast, move fast, and make an impact from day one

## Apply

[Apply at Growth Resourcing](https://apply.workable.com/growth-resourcing/j/9CF0882EB0/apply)

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