Support Engineer – 24/7 Shift (Cape Town)

About the role

The Level 1 Support Engineer is the first technical point of contact for alerts, incidents and service requests across a global infrastructure estate. Working on‑site in Cape Town, you will operate within a 24 × 7 shift rotation, providing rapid triage, clear customer communication and timely escalation.

Key responsibilities

• Monitor service‑management queues, acknowledge alerts and respond within SLA targets.
• Log, categorize, prioritize and progress incidents using the approved ticketing platform.
• Execute first‑line troubleshooting following documented runbooks and SOPs.
• Perform basic VMware health checks, monitor Veeam backup jobs and escalate failures.
• Support Windows Server, Active Directory and connectivity issues within defined procedures.
• Respond to alerts across servers, storage, networking, firewalls and related services.
• Coordinate hardware break/fix cases with internal teams, customers and third‑party vendors.
• Provide regular customer updates, set expectations and promptly raise risks.
• Support P1/P2 incident bridges, record actions and maintain accurate communication timelines.
• Maintain comprehensive ticket notes and contribute solutions to the team knowledge base.

Required profile

• Early‑career engineer with strong technical aptitude.
• Customer‑focused mindset and genuine interest in enterprise infrastructure.
• Ability to work rotating day, night, weekend and public‑holiday shifts.

Required skills

• VMware vSphere (6‑8), vCenter, vSAN, Essentials/Standard/Enterprise Plus.
• Dell PowerEdge and Cisco UCS server platforms.
• Pure Storage, Dell EMC Unity, PowerStore, SC, ME, and Synology storage systems.
• Dell Networking, Cisco Nexus, Cisco switching, Brocade/Connectrix Fibre Channel.
• Fortinet FortiGate, FortiWeb, FortiAnalyzer, FortiDeceptor; SonicWall; Cisco Firepower; Sophos.
• Veeam Backup & Replication and Veeam Data (backup/recovery).
• Windows Server and Active Directory.