ENVIRONMENT:
A cutting-edge Cybersecurity solutions provider seeks the technical expertise of a Tier 3 Technical Lead to join its fully remote team. You will be responsible for resolving complex technical escalations, maintaining the stability and security of client IT environments, and providing technical leadership to Tier 1 and Tier 2 Support teams. The role drives root-cause analysis, infrastructure optimisation, Cybersecurity remediation, and continuous improvement across managed IT services. The successful incumbent must have a relevant Degree or Diploma or equivalent qualification in IT or related discipline with at least 5 years’ experience in IT support, systems administration, infrastructure, or managed services including 2 years in a Tier 3, senior engineering, or technical escalation role. You must have strong experience with Windows Server, Active Directory, Microsoft 365, networking, cloud services, and endpoint security, PowerShell scripting, RMM tools and practical knowledge of Incident Management.
DUTIES:
- Technical Escalations: Lead investigation and resolution of complex incidents, ensuring root causes are identified, documented, and addressed.
- Infrastructure Management: Administer and troubleshoot Windows Server, Active Directory, Microsoft 365, Entra ID, cloud platforms, virtualisation, endpoints, and network infrastructure.
- Cybersecurity: Support security incident response, vulnerability remediation, endpoint protection, access controls, and secure configuration in collaboration with the Cybersecurity team.
- Networking and Recovery: Troubleshoot LAN/WAN, VPN, DNS, firewalls, connectivity, backups, and disaster recovery processes.
- Incident and Problem Management: Coordinate major incident resolution, conduct root-cause analysis, and implement preventative measures to reduce recurring issues.
- Automation and Monitoring: Improve system monitoring, patch management, alerting, and operational efficiency through scripting and automation.
- Technical Leadership: Mentor Tier 1 and Tier 2 Technicians, review escalations, maintain technical documentation, and deliver knowledge-sharing sessions.
- Client and Vendor Management: Communicate technical issues clearly, coordinate third-party support, and ensure service delivery meets agreed SLAs and security standards.
REQUIREMENTS:
Qualifications -
- Degree or Diploma or equivalent practical experience in IT or a related discipline.
- Relevant Microsoft, Cisco, CompTIA, ITIL, Cloud, or Cybersecurity Certifications are advantageous.
Experience/Skills –
- Minimum 5 years' experience in IT support, systems administration, infrastructure, or managed services.
- At least 2 years in a Tier 3, senior engineering, or technical escalation role.
- Strong experience with Windows Server, Active Directory, Microsoft 365, networking, cloud services, and endpoint security.
- Practical knowledge of Incident Management, change control, backup and recovery, and Cybersecurity best practices.
- PowerShell scripting, RMM tools, and infrastructure monitoring experience.
ATTRIBUTES:
- Advanced troubleshooting and analytical problem-solving.
- Technical leadership, mentoring, and accountability.
- Strong communication and customer-service skills.
- Security-first thinking and sound technical judgement.
- Effective prioritisation, documentation, and cross-team collaboration.
- Continuous improvement and automation mindset.
Desired Skills:
- Tier
- 3
- Technical
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