MS Engineer

3 weeks ago


Sandton, South Africa Dimension Data Full time
Job Description

Role Summary: As an MS Engineer (L2) at Dimension Data, you will be responsible for providing technical support to clients, ensuring their IT infrastructure remains operational. Your primary objective is to proactively resolve technical incidents and problems, maintaining a high level of service quality.

Key Responsibilities:
  • Proactively monitor work queues and perform operational tasks to resolve incidents/requests within agreed SLAs.
  • Update tickets with resolution tasks performed and provide second-level support to all incidents and requests.
  • Communicate with other teams and clients for extended support and escalate tickets as needed.
  • Work with automation teams for effort optimization and automate routine tasks.
  • Coach Service Desk and L1 teams for technical and behavioral skills.
  • Establish monitoring for client infrastructure and identify problems before they impact service.
  • Audit and analyze incident and request tickets for quality and recommend improvements.
Requirements:
  • Matric - Grade 12 qualification or equivalent.
  • Diploma, degree or relevant qualification in IT/Computing.
  • CCNA certification and NQF - L5 qualification.
  • Moderate years of relevant managed services experience and moderate level knowledge in ticketing tools preferably Service Now.

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