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Remote Systems Engineer - 3rd Line

Remote Systems Engineer - 3rd Line

Viadex (Pty) LtdKomani, Eastern Cape, South Africa
30+ days ago
Job type
  • Remote
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 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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    System Engineer • Komani, Eastern Cape, South Africa