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Senior / Level 3 Helpdesk Engineer at Remote Recruitment. Senior / Level 3 Helpdesk Engineer. Job Overview. Join a dynamic UK-based Managed Service Provider committed to excellence in IT support. As a Senior / Level 3 Helpdesk Engineer, you’ll play a pivotal role in delivering high-quality technical assistance, resolving complex issues, and mentoring junior team members. Trusted Computing Ltd offers a flexible remote-first environment, clear career progression, and the opportunity to make a tangible impact on client satisfaction and service standards.. Responsibilities. . Resolve advanced technical issues across Windows OS, Microsoft 365, cloud platforms, and third-party applications. . . Manage escalated service requests with urgency and empathy. . . Use ConnectWise PSA and RMM tools for ticketing, monitoring, and documentation. . . Support remote infrastructure projects and technology implementations. . . Mentor junior engineers, support onboarding, and contribute to knowledge sharing. . . Lead risk mitigation strategies and oversee client cybersecurity awareness campaigns. . . Participate in service reviews, root cause analysis, and reduce recurring incidents. . . Assist in hiring, SOP creation, and fostering a high-performance team culture. . . Qualifications and Experience. . Minimum 3–5 years’ experience in an IT support or MSP environment. . . Advanced proficiency with Microsoft 365 (multi-tenant), Windows OS, and network fundamentals. . . Admin-level experience with PSA/RMM tools (ConnectWise preferred). . . Strong diagnostic skills, meticulous documentation habits, and excellent communication. . . Familiarity with cloud and hybrid environments and ability to manage loosely documented systems. . . Required: Access to a reliable internet connection and a fully functional laptop. . . Desirable:. . Microsoft certifications (MCP, MCSA, MCSE), ITIL, or ITSM. . . Experience with cybersecurity tools like Guardz. . . Customer service training or performance management background.. . Company Location: South Africa.