• Job vacancy at Dimension Data - 2 positions

  • Posted on: 18 December, 2017 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 deliver wherever our clients are, at every stage of their technology journey. We’re proud to be the Official Technology Partner of Amaury Sport Organisation, organiser of the Tour de France, and the title partner of the cycling team, Team Dimension Data for Qhubeka.

    Senior Cisco Voice Engineer (L3)

     

    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

    • They investigate second line support calls assigned to them and identify the root cause of incidents and problems. They ensure the efficient and comprehensive resolution 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 3nd line support team.

    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

    • 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

    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:

    • IT related degree or minimum of 5 years IT experience configuring, installing and troubleshooting network and Cisco Telephony equipment
    • A formal Cisco qualification is advantageous in the following technologies, CCNP Voice, CCDP or CCIP, including certifications in UCCX, Finesse & ARC
    • Hands on, in-depth experience in prepping, configuration, installation, troubleshooting of Cisco product range.
    • Previous Telephony experience in other vendors such as Oracle SBC, Mitel ETC will be advantageous.
    • Working experience & an understanding the following Technologies:
    • Routing and switching – LAN, WAN, VLANs, Layer 2 and 3, QoS
    • Wireless LANs’ and Authentication mechanisms
    • IPT solutions, SIP
    • VOIP and Session Border Controller solutions
    • Network optimisation devices
    • Have the ability to spec, install, configure and mentor junior resources on Cisco Call Manager, UCCX, Arc, Jabber, Spark & Finesse

    Senior Cisco Security Engineer

     

    job description

    What you'll be doing

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

    • Essential: Specialized Security and Networking experience of at least 6 years
    • Understanding and /orcertification in any of the following technologies would be advantageous: Check Point, Cisco ISE, Fortigate, RSA, Palo Alto, BlueCoat & McAfee
    • Own vehicle and drivers licence essential
    • Excellent communication skills in English.
    • Communicates with competence, fluent both in verbal or written form.

    Key abilities required:

    • Resilient and copes well with pressure.
    • Excellent problem solving skills – ability to articulate problem scenarios and solutions approach in both technical and non-technical terms
    • Innovative in finding technical solutions
    • Able to establish and maintain interpersonal relationships across a broad range of personality types
    • An excellent team player, ability to comfortably interact and liaise with management, co-workers and clients alike
    • A naturally investigative nature - to be able to spot risks and resolve issues quickly and with the minimum disruption to our client's business
    • Able to work both independently and within a team is key

    Method of Application

    Use the link(s) / email(s) below to apply on company website.

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