Field Support Engineer

2 months ago

Cape Town, Western Cape, South Africa Dimension Data Full time
Position Overview

The Field Support Engineer (L2) plays a crucial role in delivering professional remote and onsite technical assistance to clients. This position focuses on proactively identifying and resolving technical incidents and challenges. Through effective incident management and resolution strategies, the engineer aims to restore services promptly, ensuring that all requests and incidents meet the defined Service Level Agreements (SLAs).

Key Responsibilities:

  • Ensure the client’s infrastructure is properly configured, installed, tested, and operational.
  • Install and configure software solutions according to client specifications.
  • Proactively monitor for issues, logging incidents with detailed information as they arise.
  • Collaborate with stakeholders, including client IT teams, to expedite the diagnosis and resolution of problems.
  • Investigate first-line support calls, identifying root causes by utilizing knowledge articles.
  • Respond to alerts and diagnose issues, escalating to L2 Field Engineers when necessary.
  • Maintain timely updates on incidents, documenting progress and resolutions accurately.
  • Apply various tools and techniques to track, log, and report on configuration items and changes.
  • Assist in troubleshooting problems within systems and processes, implementing agreed-upon solutions.
  • Provide first-line field engineering services to clients, ensuring high-quality support.
  • Report and escalate issues to third-party vendors as required.
  • Follow established handover procedures during shift changes to maintain service continuity.
  • Participate in standby duties as per the rotational schedule, including after-hours work.
  • Implement preventative measures to enhance service reliability.

Skills and Qualifications:

  • Exceptional verbal and written communication skills.
  • Strong planning abilities, anticipating potential changes in circumstances.
  • Positive attitude and resilience in high-pressure environments.
  • Proactive ownership of tasks, seeing them through to completion.
  • Willingness to work extended hours when necessary.
  • Active listening skills, ensuring clear understanding and effective communication.
  • Client-centric approach, fostering positive experiences throughout client interactions.
  • Commitment to ongoing learning and maintaining relevant certifications.
  • Availability for rotational standby and after-hours support.
  • Aptitude for quick learning and achieving training objectives.
  • Long-term commitment to the role.

Essential Requirements:

  • Proficient in Microsoft server operating systems.
  • Certified VMware VCP 6.5 / 6.7 / 7.0.
  • Experienced in Linux OS command line for troubleshooting.
  • Knowledgeable in backup and recovery technologies.
  • Minimum of 3 years' experience in hardware maintenance on HPE and Dell platforms.
  • Experience with Cisco and Brocade MDS Fabric switching.
  • Solid understanding of SAN fabrics.

Additional Qualifications:

  • Certifications in relevant technologies are advantageous.
  • Experience with Nutanix HCI platforms and large data center environments.
  • Understanding of Cisco network principles and VMware troubleshooting.

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