3rd Line IT Support

Red Ember Recruitment; Cape Town; On-site; USD 25,000 - 40,000; Full time

Job summary

A leading company based in Cape Town is seeking a 3rd line IT support technician to manage local IT infrastructure and provide outstanding support to approximately 10 users. The role involves maintaining security, collaborating with an international team, and supporting a dynamic IT environment. Ideal candidates are proactive self-starters with strong technical and communication skills.

Qualifications

• Minimum 3-5 years in a 3rd line IT support role.
• Experience with WatchGuard, Aruba, VMware, and Windows Server is essential.
• Understanding of IT security practices and strong troubleshooting skills.

Responsibilities

• Provide 3rd line support for local office and wider business.
• Maintain local IT infrastructure including firewalls and network switches.
• Monitor systems for security issues and document changes.

Skills

Troubleshooting

Root Cause Analysis

Proactive Improvement

Clear Communication

Education

3rd Line IT Support Experience

Tools

WatchGuard Firewalls

Aruba Network Switches

VMware

Windows Server

Job description

• Based in our South Africa office (Cape Town), this role will primarily focus on ensuring the smooth operation of local IT infrastructure and supporting broader IT initiatives across the organisation.
• You will be responsible for maintaining and securing the local environment, supporting around 10 users on-site, and contributing remotely to IT operations in the United Kingdom.
• This role requires someone who is a self-starter, passionate about technology, proactive in identifying improvements, and committed to delivering excellent support.

Duties :

• Provide 3rd line support for the South Africa office and remotely assist the wider business.

Maintain and manage all local IT infrastructure, including :

• Firewalls (WatchGuard)
• Network switches (Aruba)
• Routers and wireless infrastructure.
• VMware servers and on-premises hardware.

Ensure local systems remain secure by :

• Applying security patches and firmware updates.
• Managing vulnerability scans and remediations.
• Monitoring system logs and identifying potential security issues.
• Perform regular checks to ensure the uptime and availability of critical systems.
• Proactively identify and suggest improvements to systems, networks, and processes.
• Document systems, procedures, and changes clearly and accurately.
• Collaborate closely with the UK-based technical team on project work, upgrades, and new implementations.
• Manage local IT inventory and assist with procurement planning.

Requirements :

• Minimum 35 years of experience in a 3rd line IT support role
• Strong experience supporting and managing :
• Firewalls (preferably WatchGuard)
• Managed network switches (Aruba or similar)
• VMware virtualised environments
• Windows Server operating system
• Good working knowledge of networking fundamentals (VLANs, VPNs, DNS, DHCP)
• Understanding of IT security best practices and basic vulnerability management
• Strong troubleshooting and root cause analysis skills
• Ability to work independently and manage time effectively
• Proactive approach to finding and delivering improvements
• Clear, professional communication skills (both written and verbal)
• Ability to build technical documentation

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