2nd/3rd Line IT Support

SUMMARY:
Red Ember Recruitment is looking for an experienced, enthusiastic, and proactive 2nd/3rd Line IT Support Engineer to join our global team.

POSITION INFO:

• Provide 2nd and 3rd line support for the South Africa office and remotely assist the wider business.

Maintain and manage all local IT infrastructure, including:

• Firewalls (WatchGuard)
  
• Network switches (Aruba)
  
• Routers and wireless infrastructure.
  
• VMware servers and on-premises hardware.

Ensure local systems remain secure by:

• Applying security patches and firmware updates.
  
• Managing vulnerability scans and remediations.
  
• Monitoring system logs and identifying potential security issues.
  
• Perform regular checks to ensure the uptime and availability of critical systems.
  
• Act as hands-on support for user devices (laptops, desktops, printers).
  
• Proactively identify and suggest improvements to systems, networks, and processes.
  
• Document systems, procedures, and changes clearly and accurately.
  
• Collaborate closely with the UK-based technical team on project work, upgrades, and new implementations.
  
• Manage local IT inventory and assist with procurement planning.
  

Requirements:

• Minimum 3–5 years of experience in a 2nd or 3rd line IT support role
  
• Strong experience supporting and managing:
  
• Firewalls (preferably WatchGuard)
  
• Managed network switches (Aruba or similar)
  
• VMware virtualised environments
  
• Windows Server operating system
  
• Good working knowledge of networking fundamentals (VLANs, VPNs, DNS, DHCP)
  
• Understanding of IT security best practices and basic vulnerability management
  
• Strong troubleshooting and root cause analysis skills
  
• Ability to work independently and manage time effectively
  
• Proactive approach to finding and delivering improvements
  
• Clear, professional communication skills (both written and verbal)
  
• Ability to build technical documentation