Remote Systems Engineer - 3Rd Line

Viadex (Pty) Ltd; Cape Town; Remote; ZAR 500,000 - 800,000; Full time

Job summary

A leading company in technical services is looking for a 3rd Line Systems Engineer to join their dynamic team in Cape Town. In this role, you will provide escalated technical support, troubleshoot IT issues, and ensure high-quality service delivery. The ideal candidate should possess substantial experience in service desk environments and various certifications, contributing to critical technical solutions while upholding customer satisfaction.

Benefits

Global and national travel opportunities

Free parking

Life assurance

Funding for certifications

Reward and recognition schemes

Strong global management support

Opportunities for personal and professional goals

Skill development on a global level

Qualifications

• 5+ years' experience in an IT Service Desk support environment (3rd line support).
• 5+ years' experience supporting VMware hypervisor.
• 5+ years' experience supporting Cisco/HPE networking environments.

Responsibilities

• Logging and progressing support tickets through the MSP systems.
• Providing remote 3rd line technical IT support for escalated tickets.
• Taking ownership of incidents and managing them through to resolution.

Skills

Troubleshooting

Technical Support

Customer Service

Education

Matric or equivalent secondary education

VMware VCP, MCSE / MCITP, or multiple MCP certifications

Job description

3rd Line Systems Engineer

The 3rd Line Systems Engineer will be part of a dynamic team of 1st, 2nd, and 3rd line engineers based in Cape Town, delivering SLA-backed services remotely as part of our technical support offering.

Reporting to the Service Desk Manager, this role requires a proactive, collaborative team member who is technically strong and able to work European standard office hours, as per customer requirements.

The candidate will be required to join a 24x7 on-call rota after successful completion of probation and training.

Key Accountabilities

1. Logging and progressing support tickets (incidents & changes) through our MSP systems.
2. Providing remote 3rd line technical IT support for escalated tickets.
3. Troubleshooting and resolving hardware and software incidents based on Microsoft systems.
4. Resolving incidents within agreed first-time-fix parameters and escalating within the team when required, complying with SLAs.
5. Taking ownership of incidents and managing them through to resolution where possible.
6. Attending to proactive and reactive monitoring alerts to minimize customer disruption.
7. Meeting client expectations regarding quality of work and deadlines.
8. Responding effectively to customer inquiries in a timely manner as per SLA.
9. Producing information reports upon request.
10. Building and maintaining Viadex's reputation and customer relationships.

Desired Experience & Qualifications

• Matric or equivalent secondary education.
• VMware VCP, MCSE / MCITP, or multiple MCP certifications.
• 5+ years' experience in an IT Service Desk support environment (3rd line support).
• 5+ years' experience supporting VMware hypervisor (including VMware NSX and vSAN).
• 5+ years' experience supporting Cisco / HPE networking environments.
• 3+ years' experience supporting firewalls (FortiGate, WatchGuard, Cisco).
• 3+ years' experience supporting SAN storage.
• 5+ years' experience supporting Microsoft Systems: Servers, Exchange, Active Directory, DNS, DHCP, etc.

Exposure to HP, Dell, and Cisco datacenter hardware, software, and storage technologies.

Exposure to modern Backup & Disaster Recovery technologies (Veeam, Zerto).

Exposure to Public Cloud (Azure, AWS) and/or VMware-based Private Cloud (IaaS, DRaaS, BaaS).

Package & Remuneration

Market-related

Interested?

What we will provide you:

• Global and national travel opportunities
• Free parking
• Life assurance
• Funding for certifications and educational courses relevant to your role
• Reward and recognition schemes
• Strong global management and team support
• Opportunities to achieve personal and professional goals
• Work with a diverse network of team members and clients
• Skill development on a global level

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