T2-T3 IT Support Engineer at Kontak Recruitment

• A fast-growing, Managed Services Provider based in the United States, has been delivering reliable, high-quality IT services to small and medium-sized businesses for over 15 years. With a team of around 30 dedicated professionals and a reputation built on trust and long-term partnerships, they are now expanding their remote team to include South African talent.
• This is a company where people stay, not because they have to, but because they want to. Team culture is a real priority here, and the right person will genuinely feel like part of the family, not just another resource on the org chart.
• This is not a basic support role. You will be operating at the sharp end of the technical stack, owning complex escalations, resolving issues that other engineers pass up the chain, and keeping critical client systems running smoothly across a US-based client base.

What is in it for You

• A competitive, above-market salary that reflects what you bring to the table
• A company-issued laptop (no need to use your own)
• Long-term employment
• Real technical challenges with room to grow in a scaling MSP
• A team culture that prioritises people - low turnover speaks for itself
• Fully remote - work from home

Minimum Requirements

• 3 to 7 or more years of experience in an MSP or IT support environment
• Proven L2/L3 escalation experience
• Strong Microsoft stack knowledge: M365, Azure, Windows Server, Active Directory
• Solid networking fundamentals including VPN and firewall basics
• Experience with ConnectWise Manage or a comparable PSA
• Exposure to RMM tools such as N-Able, NinjaOne, or Datto
• Familiarity with security tools like SentinelOne and ThreatLocker
• Ability to work US Eastern Time Zone hours (8am - 6pm ET / approx 14:00 - 00:00 SAST)
• Fibre internet connection and reliable backup power (essential)

Key Responsibilities

• Handle and resolve L2 and L3 support tickets with minimal re-escalation
• Troubleshoot and resolve issues across Microsoft 365, Exchange, SharePoint, Teams, Entra ID, Windows Server, and Active Directory
• Diagnose networking issues including VPN, firewall, and routing-related problems
• Manage endpoint patching, security tooling, and RMM platforms
• Take full ownership of complex issues from initial triage through to root cause resolution
• Document all tickets accurately and maintain technical knowledge base articles
• Support and troubleshoot ERP-related integrations and custom client applications
• Assist with PowerShell or similar scripting as required
• Collaborate with internal teams on escalations and project delivery
• Participate in occasional after-hours or weekend support as needed