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Dimension Data uses the power of technology to help organisations achieve great things in the digital era. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With a turnover of USD 7.5 billion, offices in 57 countries, and over 31,000 employees, we...
Job description
The Collaboration (Collab) Engineer (L3) is a mid-level position in the Collab Engineers job family and is proactive in identifying, investigating and resolving technical incidents and problems and to restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Collab Engineer (L3) focuses on third line support for high complexity incidents.
What you'll be doing
Monitor infrastructure
They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.
Identify problems and errors
The Collab Engineer (L3) identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail with all the necessary. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.
Ensure resolution of incidents and requests
Ensure continuous feedback
They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.
Incident management
Shift management
Collab Engineers (L3) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift hand hover schedules.
Reports
The Collab Engineer (L3) is also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and short-comings in the current processes and escalate with recommendations.
Behavioural skills
Collab Engineers (L3) that are required to strictly comply with all processes and procedures as prescribed by Dimension Data and the client when relevant.Their ability to communicate well and to capture all pertinent details when required will contribute to their success.
Here's what we are looking for in candidates for this job:
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