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  • Posted: Feb 20, 2020
    Deadline: Not specified
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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...
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    BaseOS Engineer L2

    Monitor infrastructure

    The Server Support Engineer (L2) ensures 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 Server Support 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

    • The Server Support Engineer (L2) investigates 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 The Server Support Engineer (L2) 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

    Server Support 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

    The Server Support Engineer (L2) is also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and shortcomings in the current processes and escalate with recommendations.

    Behavioural skills

    The Server Support Engineer (L2) is 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.

    Key Roles and Responsibilities

    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.
    • Own the ITSM Incident Value chain, connect with and engage colleagues to ensure accelerated updates into ITSM, call closure and feedback to clients
    • 10.Update all client documentation when required (Sops, Work Instructions, Build Guides and Designs)
    • Update ITSM knowledge base with lessons learnt and insights into recurring incidents and system related errors
    • Assist in benchmarking industry standards
    • Review results of daily checks and action deviations and faults accordingly
    • Logging, tracking and updating of vendor Service Requests
    • .Attend Client CAB meetings
    • .Keeping up to date with industry changes and vendor best practices
    • Mentor junior staff
    • .Automate Patch Management
    • .Manage client firmware levels for respective technologies

    Requirements:

    • Education,
    • Training and
    • Experience
    • NQF Level 5
    • MCTS 2008
    • MCSA 2012
    • ITIL V3 Foundation
    • Kepner Tregoe Advanced
    • Intermediate to high level scripting capabilities
    • Good Report Writing in Excel and Word
    • Achieve +70% on technical assessment for L2

    Experience

    • 5 years’ work experience

    Skills and Knowledge

    • Demonstrate solution and service knowledge
    • Possess sound knowledge of communications infrastructure and systems
    • Demonstrate problem analysis and solution formulation skills
    • Demonstrate learning and service orientation
    • Demonstrate excellent attention to detail
    • Demonstrate proactive management
    • Extensive knowledge and experience including configuration and implementation
    • Strong general knowledge of networking, IT systems, security, servers and firewalls

    Method of Application

    Interested and qualified? Go to Dimension Data on www.linkedin.com to apply

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