Infrastructure Engineer Lead
5 days ago
About Dimension Data
Dimension Data is a leading provider of IT services and solutions. We help clients achieve their business goals through innovative technology and exceptional service.
About the Job
We are seeking a highly skilled MS Engineer L3 to join our team. As a key member of our IT department, you will be responsible for providing technical support and services to our clients. This includes identifying and resolving technical incidents and problems, as well as conducting advanced tasks and providing resolution to complex problems.
Main Responsibilities:
- 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.
- Assist in analysing, assigning and escalating support calls.
- Investigate third line support calls assigned and identify the root cause of incidents and problems.
- Report and escalate issues to 3rd party vendors if necessary.
- Provide onsite technical support to clients and provide field engineering services to clients.
- Conduct monthly random reviews of incidents and service requests, analyse and recommend improvements in quality.
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT.
Requirements:
- Relevant diploma, degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience).
- Up to date and relevant ITIL certification.
- CCNA certified.
- CCNPA certified.
- 10 years working experience.
- Experience required in Engineering function within a medium to large ICT organisation.
- Experience of Managed Services.
- Excellent working knowledge of ITIL processes.
- Excellent experience working with vendors and/or 3rd parties.
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