Overview

Support Engineer Jobs in City of Cape Town, Western Cape, South Africa at Phoenix47

Title: Support Engineer

Company: Phoenix47

Location: City of Cape Town, Western Cape, South Africa

Location

Century City, Cape Town, South Africa

Working arrangement

On-site at the Phoenix47 office

Contract type

Permanent, full-time

Working pattern

24×7 shift rotation, including days, nights, weekends and public holidays

ROLE OVERVIEW

The Level 1 Engineer is the first technical point of contact for alerts, incidents and service requests across the customer’s international infrastructure estate. The role focuses on accurate triage, responsive customer communication, procedural troubleshooting and timely escalation. It is designed for an early-career engineer who can demonstrate strong technical aptitude, a customer-focused approach and a genuine interest in enterprise infrastructure, particularly VMware virtualisation.

KEY RESPONSIBILITIES

  • Monitor infrastructure and service-management queues, acknowledge alerts and respond within agreed service levels.
  • Log, categorise, prioritise and progress incidents and service requests using the approved ticketing platform.
  • Perform first-line troubleshooting by following documented runbooks, knowledge articles and standard operating procedures.
  • Carry out basic VMware checks, including virtual machine status, host and datastore alerts, service availability and approved health checks.
  • Monitor Veeam backup jobs and escalate failed, missed or degraded backup activity in accordance with documented procedures.
  • Support basic Windows Server, Active Directory, connectivity and access-related incidents within the boundaries of approved procedures.
  • Respond to infrastructure alerts across servers, storage, networking, firewalls and related managed services.
  • Coordinate hardware break/fix cases with internal teams, customers and third-party vendors, ensuring that tickets remain current and owned.
  • Provide clear and regular customer updates, set appropriate expectations and escalate risks or service-impacting issues promptly.
  • Support P1 and P2 incident bridges by recording actions, engaging required resources and maintaining accurate communication timelines.
  • Maintain complete ticket notes and contribute useful solutions to the team knowledge base.
  • Participate in shift handovers and ensure that open issues, risks and agreed next actions are transferred accurately.

TECHNOLOGY ENVIRONMENT

The customer estate includes the technologies below. The depth of capability expected should align with the level of the role; candidates are not expected to have worked with every named product.

  • Virtualisation: VMware vSphere 6, 7 and 8; VMware vCenter; VMware vSAN; Essentials Plus, Standard and Enterprise Plus environments.
  • Compute: Dell PowerEdge and Cisco UCS server platforms.
  • Storage: Pure Storage, Dell EMC Unity, PowerStore, SC and ME platforms, together with selected Synology systems.
  • Networking: Dell Networking, Cisco Nexus, Cisco switching and Brocade/Connectrix Fibre Channel technologies.
  • Security: Fortinet FortiGate, FortiWeb, FortiAnalyzer and FortiDeceptor; SonicWall; Cisco Firepower; and Sophos.
  • Backup and recovery: Veeam Backup & Replication, Veeam Data Platform and associated Microsoft 365 backup services.
  • Microsoft platforms: Windows Server, Active Directory, Remote Desktop Services and Microsoft SQL Server.
  • Supporting services: SFTP and managed file-transfer platforms, including Serv-U and FileZilla Enterprise Server.

TECHNICAL CAPABILITIES

  • Foundational understanding of Microsoft Windows operating systems and common enterprise IT services.
  • Basic understanding of virtual machines, hosts, storage and networking, with exposure to VMware desirable.
  • Understanding of core networking concepts such as IP addressing, DNS, DHCP, TCP/IP and basic connectivity testing.
  • Ability to follow technical procedures carefully and recognise when an issue must be escalated.
  • Exposure to service-management or monitoring tools is advantageous but not essential.
  • Awareness of backup, firewall and security-monitoring concepts is desirable.

EXPERIENCE REQUIRED

  • Entry-level to two years of IT support, service desk, technical operations or relevant practical experience.
  • Previous enterprise experience is desirable, but candidates with strong technical aptitude, training, home-lab experience or relevant qualifications will be considered.
  • Experience working in a customer-facing environment is beneficial.

QUALIFICATIONS AND CERTIFICATIONS

  • Entry-level Microsoft, networking, IT service management or VMware training is desirable.
  • A commitment to progressing towards relevant industry certifications will be valued.

PROFESSIONAL CAPABILITIES

  • Excellent written and spoken English, with the ability to communicate clearly with customers, colleagues and technical vendors.
  • A calm, logical and methodical approach to troubleshooting, including during high-pressure incidents.
  • Strong customer-service ownership and a commitment to keeping stakeholders informed.
  • Ability to work effectively within a structured 24×7 shift environment and complete reliable handovers.
  • Self-motivation, curiosity and a willingness to learn technologies outside an immediate area of expertise.
  • Attention to detail in ticket records, technical documentation and change activity.
  • A collaborative approach and willingness to support the development of the wider team.

24X7 SHIFT COMMITMENT

This role forms part of a 24x7x365 support operation. The typical rota consists of four 12-hour day shifts, followed by four days off, four 12-hour night shifts and a further four days off. This averages approximately 42 working hours per week. Exact start and finish times may vary to meet the operational requirements of the dedicated customer and will be confirmed during the recruitment process.

EMPLOYMENT REQUIREMENTS

  • Applicants must already have the legal right to work in South Africa.
  • The position is office-based in Century City, Cape Town, and requires reliable attendance on site for all scheduled shifts.
  • Successful candidates will be required to complete background screening before appointment.
  • Applicants must be able to work the full 24×7 rota, including day shifts, night shifts, weekends and public holidays.

MEASURES OF SUCCESS

  • Alerts and tickets are acknowledged, documented and progressed accurately.
  • Customer communication is timely, clear and professional.
  • Runbooks are followed consistently and issues are escalated at the correct point.
  • Shift handovers are complete and no operational actions are lost between teams.
  • Technical capability develops steadily across VMware and the wider infrastructure estate.

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