Remote Systems Engineer - 3Rd Line

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

Job summary

A leading tech support company in South Africa is seeking a 3rd Line Systems Engineer to provide remote technical support. The ideal candidate will have over 5 years’ experience in IT Service Desk support and expertise in VMware and Cisco environments. This role includes managing incidents and collaborating with a dynamic team to deliver SLA-backed services.

Benefits

Global and national travel opportunities

Free parking

Life Assurance

Funding for accreditations

Reward and recognition schemes

Qualifications

• 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.
• Exposure to HP, Dell & Cisco datacentre hardware.

Responsibilities

• Provide remote 3rd line technical IT support for tickets escalated.
• Troubleshoot and resolve hardware and software related incidents.
• Take ownership of incidents and manage through to resolution.
• Attend to proactive and reactive monitoring alerts.

Skills

VMware VCP

MCSE / MCITP or multiple MCP certifications

5+ years' experience in IT Service Desk support

5+ years' experience supporting VMware hypervisor

5+ years' experience supporting Cisco / HPE networking

3+ years' experience supporting firewalls

3+ years' experience supporting SAN storage

5+ years' experience supporting Microsoft Systems

Education

Matric or equivalent secondary education

Tools

VMware NSX

vSAN

FortiGate

WatchGuard

Cisco

Public Cloud (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

Key Accountabilities

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 escalate 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 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 (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 / , 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

Interested?

What WE will provide YOU

• Global 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

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