Remote Systems Engineer - 3Rd Line

Viadex; Remote; ZAR 60 000 - 100 000; Full time

Job summary

A dynamic IT service provider is looking for a 3rd Line Systems Engineer in South Africa. The role involves managing support tickets, troubleshooting Microsoft systems, and providing remote technical support. Candidates should have over 5 years of experience in an IT service desk environment, particularly with VMware and Cisco technologies. Additional benefits include travel opportunities and funding for further education. This position requires a proactive team member with a strong technical background to meet customer needs effectively.

Benefits

Global 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).
• Exposure to Public Cloud (Azure, AWS).
• 5+ years' experience supporting Microsoft Systems.

Responsibilities

• Logging and progressing support tickets through our MSP systems.
• Provide remote 3rd line technical IT support.
• Manage incidents through to resolution where possible.

Skills

VMware VCP

MCSE/MCITP certifications

IT Service Desk support

Firewall support

Cisco networking

Education

Matric or equivalent secondary education

Tools

VMware NSX

FortiGate

Backup & Disaster Recovery technologies

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 escalates 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.

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, 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)

What We Will Provide

• 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