Founded in 1983, Dimension Data is a USD 8 billion global leader in designing, optimising, and managing today’s evolving technology environments. This enables its clients to leverage data in a digital age, turn it into information, and extract insights.
Job Description Summary
- Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
Key Role and Responsibilities:
- Maintains the support process and ensures that requests for support are handled according to the procedures.
- Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate
- Identify and resolve problems following agreed procedures.
- Carry out agreed maintenance tasks.
- Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
- Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Analyze service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
- Priorities and diagnose incidents according to agreed procedures.
- Investigate causes of incidents and seeks resolution.
- Escalate unresolved incidents and follow up until incident is resolved.
- Provide service recovery, following resolution of incidents.
- Document and close resolved incidents according to agreed procedures.
- Maintain secure, accurate, complete, and current configuration on configuration items (CIs).
- Apply tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
- Remotely investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
- Maintain knowledge of specific specialisms, provides detailed advice regarding their application
- Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members
- Provide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by Dimension Data’s standard operating procedures.
- Log all such incidents in a timely manner with the required level of detail with all the necessary
- Cooperate with all stakeholders including client IT environments, vendors, carriers and Dimension Data’s colleagues to expedite diagnosis of errors and problems and to identify a resolution.
Knowledge, skills and attributes:
- Working knowledge of technical documentation
- Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
- Knowledge of vendor technologies, such as Cisco, Riverbed, Avaya, etc
- Customer service orientated and pro-active thinking
- Problem solver who is highly driven and self-organised
- Excellent spoken and written communication skills
Academic Qualifications and Certifications:
- Degree or relevant qualification in IT/ComputingRelevant IT related certifications in Networking, (CCNP) Security, Data Center-Storage, Data Center, Converged
- Comm, Customer Interactive Solutions
Experience required:
- Experience in call centre routing technologies, voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers) and IT infrastructure (storage, backup, computing, server virtualization etc).
- Experience in technical support to clients.
- Experience in diagnosis and troubleshooting.
- Experience providing remote support in network/ security/ systems/ storage administration and monitoring services.
- Experience in network administration as a support engineer.
Method of Application
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