Senior Level 3 Help Desk Engineer

About the role

Rekall Technologies, a U.S.-based Managed IT Services Provider, is seeking a Senior Level 3 Help Desk Engineer to join its remote support team. The role operates Monday‑Friday, 9 AM‑5 PM EST, providing advanced technical assistance to clients and serving as a key escalation point.

Key responsibilities

• Manage and resolve support tickets within the assigned queue.
• Deliver exceptional customer service via phone, email, and written communication.
• Serve as the primary escalation point for complex issues unresolved by Level 1 and Level 2 technicians.
• Troubleshoot and resolve network, server, workstation, cloud, and security problems involving Microsoft 365, Windows Server, Azure, AWS, VPN/firewalls, and Active Directory.
• Work directly with clients to diagnose critical issues, implement long‑term solutions, and maintain a high‑quality user experience.
• Conduct root‑cause analysis on recurring problems and recommend process improvements.
• Mentor and guide Level 1 and Level 2 technicians to develop their technical skills.
• Collaborate with the Helpdesk Manager, Coordinator, and broader technical team.

Required profile

• 10+ years of experience in IT support, help desk, or technical engineering (MSP experience preferred).
• Expert‑level proficiency with Windows Server, Microsoft 365, Azure, Active Directory, DNS, DHCP, firewalls, and networking.
• Proven experience supporting RDS/Terminal Services, VPNs, and cloud‑hosted environments.
• Strong understanding of security protocols, MFA, endpoint protection, and backup solutions.
• Demonstrated problem‑solving ability with complex technical issues.
• Experience mentoring or training junior technicians.
• Familiarity with PSA/RMM tools in an MSP workflow.
• Excellent communication skills for translating technical findings to non‑technical users.
• Proficiency in scripting or automation (PowerShell, Python) is a plus.

Required skills

• Windows & macOS workstations and laptops
• Apple & Android mobile devices
• Printers, scanners, fax hardware
• Windows Server, SQL, RDS, Terminal Services
• VMware and other virtualization technologies
• Azure, AWS, Entra ID, Microsoft 365, Intune
• Backup and disaster‑recovery solutions
• Sophos, SonicWall, Fortinet firewalls; Wi‑Fi systems
• VPN technologies, SSL VPN
• DNS, DHCP, routing, switching
• Email security, spam filtering, whitelisting
• Cybersecurity best practices, MFA, endpoint protection
• ConnectWise or similar PSA tools; RMM platforms
• Data migrations, 365 CSP transfers
• PowerShell, Python scripting

What we offer

• Opportunity to work within a highly skilled, client‑focused MSP team.
• Ownership of complex escalations and influence over support processes.
• Competitive salary range of 800,000 – 1,200,000 RAND.