Remote Systems Engineer - 3Rd Line

Viadex (Pty) Ltd; East London; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading technology firm seeks a 3rd Line Systems Engineer based in South Africa. The role involves providing remote technical support, managing support tickets, and ensuring SLA compliance. Candidates should have over 5 years of experience with VMware, Cisco, and Microsoft systems. The position offers opportunities for global travel and additional benefits like life assurance and funding for education.

Benefits

Global travel opportunities

Free parking

Life Assurance

Educational assistance

Qualifications

• 5+ years’ experience in 3rd line IT support.
• Experience supporting VMware hypervisor and NSX.
• Familiarity with public and private cloud environments.

Responsibilities

• Logging and progressing support tickets.
• Provide remote 3rd line technical IT support.
• Troubleshooting hardware and software incidents.

Skills

IT Service Desk support

VMware VCP MCSE / MCITP

Cisco / HPE networking

Support for firewalls

Microsoft Systems

Education

Matric or equivalent secondary education

Tools

Veeam

Azure

AWS

Job description

3rd Line Systems Engineer

The 3rd Line Systems Engineer will form 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 very strong technically and able to work European standard office hours, as per customer requirements.

The candidate will be required to form part of a 24x7x on‑call rota after successful completion of probation and training.

Duties & Responsibilities

• Logging and progressing support tickets (incidents & changes) through our MSP systems.
• Provide remote 3rd line technical IT support for tickets escalated.
• Troubleshoot and resolve hardware and software related incidents based on Microsoft systems.
• Resolve incidents within agreed first‑time‑fix parameters and escalated within the team where required, complying with contracted SLAs.
• Take ownership of incidents and manage through to resolution where possible.
• Attend to proactive and reactive monitoring alerts in order to ensure minimum disruption to customers.
• Meet client expectations in terms of quality of work and delivery to deadlines.
• Action customer enquiries effectively in a timely fashion as per prescribed SLA.
• Produce information reports upon request.
• Build and maintain Viadex reputation & customer relationships.

Desired Experience & Qualification

Required Skills & Experience

• Matric or equivalent secondary education.
• VMware VCPMCSE / MCITP or multiple MCP certifications.
• 5+ years’ experience in an IT Service Desk support environment (3rd line support).
• 5+ years’ experience supporting VMware hypervisor (1+ year exposure to 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 & Cisco datacentre 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.

What WE will provide

YOUGlobal and national travel opportunities; Free parking; Life Assurance; Funding for accreditations and educational assistance for courses relevant to your role; Reward and recognition schemes; Strong global management and team support and collaboration; Opportunities to achieve personal and work goals; The opportunity to work with a diverse network of team members and clients; Exposure to skill development on a global level.