Ad & Messaging Engineer L2 at Dimension Data

• 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 include 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 of 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.
• Own the ITSM Incident Value chain, connect with and engage colleagues to ensure accelerated updates into ITSM, call closure and feedback to clients
• Update all client documentation when required (Sops, Work Instructions, Build Guides and Designs)
• Update ITSM knowledge base with lessons learned and insights into recurring incidents and system-related errors
• Assist in benchmarking industry standards

Here's what we are looking for in candidates for this job

• NQF Level 5
• MCTS 2008
• MCSA 2012
• ITIL V3 Foundation
• Kepner Tregoe Advanced
• Intermediate to high-level scripting capabilities
• MCP Messaging (Active Directory 2007/2010/2013/2016) or
• Office 365 Stack
• In-depth Experience in maintaining, installing and supporting Active Directory, GPO’s, DNS, Sites and Services, NTP/ NT5DS Time and Powershell.
• Experience in the administration of OCS or Lync or Skype for business with limited exposure to Enterprise Voice