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 24x7x365 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/365, 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
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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