Remote Systems Engineer - 3Rd Line

Viadex; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic IT service provider is seeking a 3rd Line Systems Engineer in South Africa to provide remote technical support, focusing on VMware and Microsoft environments. The role demands strong problem-solving skills and a collaborative attitude, requiring 5+ years of experience in IT service desk support. The candidate will handle complex incidents while maintaining SLA commitments and will benefit from various perks including life assurance and global travel opportunities.

Benefits

Global and national travel opportunities

Free parking

Life Assurance

Funding for accreditations and courses

Reward and recognition schemes

Qualifications

• A minimum of 5 years' experience supporting VMware hypervisor including NSX and vSAN.
• 5+ years' experience supporting Microsoft Systems such as Servers, Exchange, Active Directory.
• 3+ years' experience managing firewalls and SAN storage environments.

Responsibilities

• Provide remote 3rd line technical IT support.
• Troubleshoot and resolve incidents based on Microsoft systems.
• Log and progress support tickets through MSP systems.

Skills

VMware VCP

MCSE / MCITP or multiple MCP certifications

5+ years' experience in IT Service Desk support

Cisco / HPE networking environments

Education

Matric or equivalent secondary education

Tools

Forti Gate

Watch Guard

Cisco

Veeam

Zerto

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 expedite 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 v SAN)
• 5+ years' experience supporting Cisco / HPE networking environments
• 3+ years' experience supporting firewalls (Forti Gate, Watch Guard, 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 (Iaa S, DRaa S, Baa S)

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