Senior Desktop Engineer at Dimension Data

Job description

6 Month Contract

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

Want to be part of our team?

The End-user Computing Engineer (L2) is an entry level position in the EUC Engineers job family and is proactive in identifying, investigating and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The EUC Engineer (L2) focuses on second line support for medium complexity incidents and maintains the End-user Computing environmental and monitoring equipment.

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 EUC Engineer (L2) identifies problems and errors prior to or when they occur. He or she will log 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
• They investigate second line support calls assigned to them and identify the root cause of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.
• Where necessary, they escalate requests and exceptions to the 3rd line support team.
• They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.
• Incident management
• When required they will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required.
• They update incidents with progress and resolution details.
• Shift management
• EUC Engineers (L2) 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 handover schedules.

Reports

EUC Engineers (L2) are 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

EUC Engineers (L2) 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.

Required Work Experience:

4 – 6 year’s work experience plus minimum 4 years’ experience in implementing, administering and troubleshooting network infrastructure devices, including: routers, switches, wireless access points, controllers, WAN optimizers and monitoring applications

What would make you a good fit for this role?

Experience Required:

• 4-5 years’ experience in desktop support required
• Proficient in working with all versions of Windows Operating System (Client)
• Good working experience in AD (Groups, group policies, permissions etc.)
• Good scripting skills (Windows PowerShell)
• Good Application knowledge (Know how to review logs, investigate errors/conflicts, facilitate UAT etc.)
• Mostly third party software
• Excellent troubleshooting skills
• You must have passed the Windows Client Exam and MCP – 70-410 exam essential
• Client is based closed to our Black River Park Offices

Requirements:

In this position you will be required to:

• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements.
• Provide End-user Computing support to clients which includes provisioning, asset management, monitoring, implementation, troubleshooting and support for End-user Computing operations and related infrastructure.
• Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
• Take full ownership for managing the incident to resolution within the service level conditions.
• Perform level 2 server and network troubleshooting, server rack mounting and cable patching / management.
• Provide telephonic support to clients when required and update the relevant systems as per Dimension Data procedures.
• Perform the necessary hand over procedures in cases where shift work is required.
• Produce breach and other reports to identify failures and short-comings.

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.