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 del...
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The role is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The Network Engineer focuses on second line support for incidents and requests with medium to high level of complexity an engages with both internal and external stakeholders.
Requirements
Log and attend to tickets using clients ticketing tool
Handle service requests
Monitor network via monitoring tool
Troubleshoot network issues
Prep and install Cisco Switches and Access points.
Update documentation
Liaise and coordinate with 3rd party contractors / vendors
Be willing to work on a shift basis and overtime on certain weekends
Based at client site within Uitenhage area
Provide second level support to all incidents, requests and identify the root cause of incidents and problems
Communicate with other teams and clients for extending support. Must be proficient in change management process with an ability to plan and execute changes with clear identification of risks and mitigation plans to be captured into the change record
Diligently follows the shift hand over process highlighting any key tickets to be focused along with a handover of upcoming critical tasks to be carried out in the next shift
Timely escalation of all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management.
Proactively identifies, contributes and work with automation teams for effort optimization and automating routine tasks
Coaches Service Desk and L1 teams for technical and behavioural skills
Provide second level support to all incidents, requests and identify the root cause of incidents and problems
Qualifications
Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
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