Technical Support Analyst (L3)

Role Title: Technical Support Analyst (L3)

Company: Cape Town-based MSP

Location: Primarily Cape Town office + occasional client site visits (local), with occasional travel as required

Reports To: Technical Manager

Company Overview

A Cape Town-based Managed Services Provider with a national client footprint.

We deliver outsourced IT support, proactive maintenance, infrastructure solutions, and project execution with a strong commitment to reliability, standardisation, and an excellent customer experience.

Role Purpose

• The Technical Support Analyst (L3) serves as a technical escalation point within the ICS support function, providing advanced troubleshooting, infrastructure support, solution design input, and technical leadership across the service desk and client environments.
• This role focuses on resolving complex technical issues, supporting and mentoring Service Desk Analysts and Technical Support Analysts, driving technical excellence, and ensuring that support standards, documentation, and operational processes remain effective and scalable.
• The successful candidate will act as a trusted technical resource to both clients and internal teams, providing guidance, coaching, and knowledge transfer to L1 and L2 support personnel while taking ownership of high-impact incidents, technical escalations, infrastructure changes, and project delivery.
• This is a hands-on technical role requiring strong analytical skills, broad infrastructure knowledge, excellent communication, and the ability to guide technical teams while maintaining a customer-centric approach.

Key Outcomes

• Complex incidents and escalations are resolved efficiently, with minimal disruption to client operations.
• L1 and L2 team members receive ongoing mentorship, coaching, and technical guidance, resulting in improved first-call resolution and technical capability.
• Root causes are identified, documented, and addressed to reduce repeat incidents.
• Client infrastructure remains secure, stable, supported, and aligned to ICS standards and best practices.
• Documentation, SOPs, and knowledge base articles are continuously improved and maintained.
• Projects and infrastructure changes are delivered professionally, with appropriate planning, communication, and risk management.
• Escalations are managed effectively, ensuring clients remain informed and confident throughout the resolution process.

Key Responsibilities

1. Technical Escalation & Advanced Support (L3)

• Act as the primary escalation point for complex technical issues escalated from Service Desk and Technical Support teams.
• Perform advanced troubleshooting across Microsoft 365, Azure, Active Directory, networking, virtualization, security, endpoint management, backup, and server infrastructure.
• Lead the investigation and resolution of major incidents, recurring technical issues, and high-priority client-impacting events.
• Conduct root cause analysis and implement preventative measures to reduce future incidents.
• Provide technical guidance during critical outages and assist in coordinating recovery efforts.

2. Technical Leadership, Mentorship & Capability Development

• Provide day-to-day mentoring, coaching, and technical guidance to L1 and L2 support staff.
• Support junior engineers with troubleshooting approaches, escalation decisions, and technical problem-solving methodologies.
• Assist in developing individual technical capabilities through knowledge sharing, structured guidance, and practical coaching.
• Review escalated tickets and provide recommendations to improve troubleshooting quality and resolution efficiency.
• Promote adherence to technical standards, documentation requirements, and support best practices.
• Contribute to the onboarding and training of new technical team members.

3. Ticket Ownership, Escalation Management & Quality Assurance

• Take ownership of complex and high-risk incidents through to successful resolution.
• Ensure escalated tickets contain appropriate diagnostics, documentation, analysis, and client communication.
• Review ticket quality and provide feedback to support teams to improve ticket hygiene and service delivery standards.
• Drive timely resolution of ageing tickets and ensure escalations continue progressing toward resolution.
• Assist with SLA management and operational reporting where required.

4. Infrastructure Administration & Platform Management

• Administer and support Microsoft 365, Azure, Active Directory, Microsoft Entra ID, endpoint management, security platforms, virtualization environments, and supporting infrastructure technologies.
• Perform advanced user, device, access, compliance, security, and policy administration.
• Implement infrastructure changes in accordance with approved change management processes.
• Ensure client environments remain aligned with ICS standards, security baselines, and operational best practices.
• Identify technical risks and recommend remediation strategies.

5. Documentation, Standards & Continuous Improvement

• Develop, maintain, and improve technical documentation, SOPs, knowledge articles, and support procedures.
• Ensure technical documentation accurately reflects client environments and implemented changes.
• Identify recurring issues and recommend permanent solutions to improve stability and support efficiency.
• Contribute to the development of technical standards and operational frameworks across the business.
• Drive improvements in monitoring, automation, reporting, and service delivery processes.

6. Vendor & Third-Party Management

• Engage directly with vendors, software providers, ISPs, and technology partners regarding escalated technical matters.
• Lead technical discussions relating to complex faults, infrastructure issues, and service disruptions.
• Ensure vendors provide required information and resolution actions within agreed expectations.
• Coordinate multi-vendor troubleshooting activities where necessary.

7. Operational Excellence & Proactive Support

• Review monitoring alerts, infrastructure trends, security findings, backup reports, and operational health indicators.
• Identify opportunities to improve reliability, performance, security, and user experience across managed environments.
• Assist with proactive maintenance activities and platform optimisation initiatives.
• Support the ongoing maturity of managed services through the adoption of best practices and automation opportunities.

8. Project Delivery & Technical Implementation

• Lead or participate in infrastructure projects, migrations, upgrades, deployments, and platform implementations.
• Provide technical design input and implementation recommendations.
• Support project planning, risk identification, testing, documentation, and client communication.
• Ensure project deliverables meet ICS technical standards and operational requirements.
• Assist with client onboarding, infrastructure assessments, and technical due diligence activities.

Experience & Qualifications

Minimum

• Matric plus relevant IT qualification or equivalent practical experience.
• 5-8 years of experience in IT infrastructure, systems administration, or technical support roles.
• Demonstrated experience supporting Microsoft 365, Active Directory, networking, virtualization, and endpoint management platforms.
• Experience operating within an MSP or multi-client support environment.
• Valid driver's licence and own transport.