Level 3+ IT Support at Exclusively Remote

About the position

Location: Remote within South Africa
Job Type: Full-time US working hours: 3pm-11pm/4pm-12am, Monday - Friday

Job Summary

We are seeking a highly skilled and motivated Level 3 IT Support Specialist to join our technical operations team. In this role, you'll act as an escalation point for complex issues, working closely with Tier 1 and Tier 3 teams to ensure systems reliability, efficient problem resolution, and high-quality service delivery across our Microsoft ecosystem, network infrastructure, and endpoint environments.

Key Responsibilities

• Serve as the final escalation point for technical issues involving end-user devices, infrastructure, and core IT services.

• Administer and troubleshoot the Microsoft 365 ecosystem including Exchange Online, Teams, SharePoint, and OneDrive.

• Manage and secure identity and access using Microsoft Entra (Azure AD), including MFA, SSO, Conditional Access, and user/group management.

• Oversee device management with Microsoft Intune: enrolment, compliance, and configuration profiles.

• Monitor and respond to security events using Defender for Endpoint and the Microsoft Security & Compliance Center.

• Perform advanced networking diagnostics and configurations involving Layer 2/3 protocols, VLANs, STP, NAT, DHCP, and DNS.

• Diagnose and resolve performance issues including broadcast storms, network loops, and device latency.

• Configure and support network and security hardware including SonicWall firewalls, Cisco/Meraki/UniFi devices, and HP/Dell enterprise switches.

• Troubleshoot Windows 10/11 devices: performance issues, update failures, hardware conflicts, and application errors.

• Conduct root cause analysis and provide detailed documentation of incidents, resolutions, and process improvements.

• Use PowerShell and CMD tools for system administration, automation, and network diagnostics.

• Support and guide Tier 1 and Tier 2 technicians, contributing to knowledge sharing and technical documentation.

• Use ticketing systems like Freshdesk (or equivalent) to manage and resolve support issues.

• (Optional but preferred) Provide support for macOS/iOS environments.

Required Skills & Experience

Technical Proficiency:

Microsoft Ecosystem:

Office 365 (Exchange Online, SharePoint, OneDrive, Teams)

Azure AD / Microsoft Entra user/group management, MFA, SSO

Microsoft Intune device management

Microsoft Defender for Endpoint

Microsoft Security & Compliance DLP, audit logs, retention

Networking:

Strong grasp of Layer 2/3 concepts (VLANs, STP, subnetting, NAT, DNS, DHCP)

Experience resolving network performance issues

Infrastructure Tools:

SonicWall firewall/VPN setup

Cisco / Meraki / UniFi network hardware configuration

HP / Dell enterprise switches CLI & GUI

Desktop Support:

Windows 10/11 troubleshooting

Application and hardware diagnostics

Experience with dual monitors, docking stations, peripherals

Scripting & Tools:

PowerShell for automation and Microsoft service integration

CMD tools (ping, ipconfig, netstat, etc.)

Ticketing systems (Freshdesk or similar)

Exposure to Microsoft Graph API (or willingness to learn)

Soft Skills & Expectations

• Analytical mindset with strong root cause analysis capability

• Clear, concise communication with technical and non-technical users

• Attention to detail in documenting issues and solutions

• Ability to work independently while collaborating effectively across IT tiers

• Commitment to continuous improvement and proactive problem-solving

Preferred Qualifications:

• Certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate, CompTIA Network+, or equivalent

• Experience supporting macOS/iOS environments

• Familiarity with hybrid or remote work IT support

Desired Skills:

• Microsoft Ecosystem
• Networking
• Remote support
• Help Desk Support