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Senior / Level 3 Helpdesk Engineer at Remote Recruitment. Senior / Level 3 Helpdesk Engineer. Job Overview:. We are seeking a Senior / Level 3 Helpdesk Engineer to join a dynamic UK-based Managed Service Provider. This is a remote, full-time role tailored for South African professionals who thrive in high-paced environments and are passionate about delivering exceptional technical support. You will act as a key escalation point, mentor junior engineers, and contribute to improving systems, processes, and client satisfaction. Join a company that values growth, autonomy, and continuous improvement.. Key Responsibilities:. Client Support & Escalations. . Resolve advanced technical issues across desktops, servers, cloud platforms, and third-party apps. . . Own escalated service requests through to completion with urgency and care. . . Maintain empathetic and clear communication with clients. . . Conduct root cause analyses to reduce recurring incidents. . . Systems & Tooling. . Operate within ConnectWise or similar PSA/RMM platforms for ticketing and monitoring. . . Manage dashboards, patching, backups, and alerts. . . Drive automation and process optimisation initiatives. . . Project & Technology Implementation. . Assist with infrastructure projects and technology upgrades. . . Contribute to evaluating and transitioning platforms. . . Support seamless migrations with minimal disruption. . . Team Leadership & Development. . Mentor and onboard junior engineers. . . Shape team schedules and support performance improvement. . . Contribute to SOPs and internal knowledge base. . . Risk & Cybersecurity. . Lead proactive security practices and risk mitigation. . . Oversee client awareness initiatives using tools like Guardz. . . Support compliance with Cyber Essentials and other standards. . . Qualifications and Experience:. Essential Skills:. . Strong experience with Microsoft 365 (multi-tenant), Windows OS, and networking. . . Effective diagnostic skills and ability to work independently. . . Excellent communication and time management. . . Prior experience in a high-paced support environment, preferably MSP. . . Clear and concise technical documentation abilities. . . Technical Requirements:. . Admin-level experience with ConnectWise or similar PSA/RMM tools. . . Familiarity with hybrid environments and bespoke applications. . . Reliable internet connection and personal laptop. . . Bonus Qualifications:. . Microsoft MCP, MCSA, MCSE, ITIL, or ITSM certifications. . . Experience with Guardz or similar cybersecurity platforms. . . Formal customer service training (e.g., Helpdesk Habits). . . Experience in performance management or documentation refinement. . . Company Location: South Africa.