L2/L3 IT Support Engineer | Microsoft 365 | Windows Server | MSP | Office Based (MM JNB)

L2/L3 IT Support Engineer | Microsoft 365 | Windows Server | MSP | Office Based

Location: Sandton, Johannesburg, South Africa
Employment Type: Full-Time – Office Based (No Remote Working)
Working Hours: UK Business Hours (09:00 – 17:30 UK Time)
Salary: From R18,000 per month (depending on experience)

About Shoreability

Shoreability provides dedicated offshore IT professionals to leading Managed Service Providers (MSPs) and businesses throughout the United Kingdom. Our engineers become an extension of our clients' technical teams, delivering high-quality IT support across Microsoft 365, Windows Server, Azure, desktop, networking and cloud environments.

Due to continued growth, we are looking for an experienced L2/L3 IT Support Engineer to join our team in Umhlanga. This is a full-time, office-based position supporting UK customers during UK business hours.

If you have strong technical troubleshooting skills, enjoy working in a fast-paced MSP environment and are passionate about delivering outstanding customer service, we'd love to hear from you.

About the Role

As an L2/L3 IT Support Engineer, you will provide advanced remote support to UK-based businesses, resolving incidents across Microsoft 365, Windows Server, Active Directory, networking and desktop environments.

This is an excellent opportunity for an experienced engineer who enjoys solving technical challenges, taking ownership of issues and working with modern Microsoft technologies.

This is not a call centre role.

Key Responsibilities

• Provide advanced 2nd and 3rd Line IT support to UK-based customers.
• Troubleshoot complex desktop, server and Microsoft 365 issues.
• Diagnose hardware, software and operating system problems.
• Support Microsoft 365, Exchange Online and Microsoft Entra ID (Azure AD).
• Administer Windows Server and Active Directory environments.
• Manage Group Policy, DNS, DHCP and user permissions.
• Support Windows 10 and Windows 11 desktops and laptops.
• Troubleshoot networking, VPN, firewall and wireless connectivity issues.
• Support Remote Desktop Services (RDS) and Microsoft Hyper-V environments.
• Configure new user accounts, devices and software.
• Build and deploy desktops and laptops.
• Record accurate ticket notes and maintain technical documentation.
• Work within agreed SLA targets.
• Escalate major incidents where appropriate while maintaining ownership through to resolution.
• Deliver exceptional customer service on every interaction.

Essential Skills & Experience

Applicants should have at least 3 years' experience working within a Managed Service Provider (MSP) or a fast-paced IT Service Desk.

Technical Skills

• Microsoft 365 Administration
• Microsoft Entra ID (Azure AD)
• Exchange Online
• Active Directory
• Windows Server
• Windows 10 & Windows 11
• Desktop & Laptop Support
• Microsoft Office
• Group Policy
• DNS & DHCP
• TCP/IP Networking
• VPN Technologies
• Firewalls
• Wireless Networking
• Remote Desktop Services (RDS)
• Microsoft Hyper-V
• Hardware & Software Troubleshooting
• Remote Support Tools
• Helpdesk / ITSM Systems

What We're Looking For

We're looking for someone who:

• Has previous Managed Service Provider (MSP) experience.
• Is an experienced L2/L3 IT Support Engineer.
• Has excellent technical troubleshooting and fault-finding skills.
• Can manage multiple priorities in a busy support environment.
• Takes ownership of technical issues from start to finish.
• Is customer-focused with a professional attitude.
• Enjoys learning and working with new technologies.

Communication Skills

As you'll be supporting UK-based customers, excellent communication is essential.

You must have:

• Excellent spoken and written English.
• A professional telephone manner.
• Strong customer service skills.
• The ability to explain technical issues clearly to non-technical users.
• Confidence working directly with end users.

Desirable Skills

• Microsoft Intune
• Microsoft Azure Administration
• PowerShell
• Mobile Device Management (MDM)
• VoIP / SIP Telephony
• ITIL Foundation
• Experience supporting healthcare or dental organisations

Why Join Shoreability?

• Work with leading UK Managed Service Providers.
• Support modern Microsoft cloud and infrastructure technologies.
• Long-term career progression opportunities.
• Exposure to a wide variety of technical environments.
• Friendly, supportive and collaborative team.
• Modern offices in Umhlanga.
• Stable, full-time office-based role.

Minimum Requirements

• Minimum 3 years' experience in an MSP or IT Service Desk.
• Experience supporting Microsoft 365 and Windows Server environments.
• Strong desktop, server and networking knowledge.
• Excellent troubleshooting and diagnostic skills.
• Excellent spoken and written English.
• Ability to work UK business hours.
• Reliable transport to our Umhlanga office.

Job Details

Job Title: L2/L3 IT Support Engineer

Location: Umhlanga, Durban, KwaZulu-Natal

Employment Type: Full-Time

Salary: From R18,000 per month

Working Hours: UK Business Hours (09:00 – 17:30 UK Time)

Work Location: Office Based (In Person)

Job Type: Full-time

Pay: From R18 000,00 per month

Ability to commute/relocate:

• Sandton, Gauteng: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelors (Required)

Experience:

• 2nd 3rd Line Support: 3 years (Required)
• M365 Admin: 3 years (Required)

Location:

• Sandton, Gauteng (Required)

Work Location: In person