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SCOM Engineer L2

2 months ago

Sandton, South Africa Dimension Data Full time
Job Title: SCOM Engineer L2

Job Summary:

The SCOM Engineer L2 is a key role in our EUC engineer job family, responsible for identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents to resolution. This position ensures zero missed service level agreement conditions.

Key Responsibilities:

  • Ensure assigned infrastructure at the client site is configured, installed, tested, and operational, and software is installed and configured according to client requirements.
  • Provide End-user Computing support to clients, including provisioning, asset management, monitoring, implementation, troubleshooting, and support for End-user Computing operations and related infrastructure.
  • 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.
  • Take full ownership for managing the incident to resolution within the service level conditions.
  • Perform level 2 server and network troubleshooting, server rack mounting, and cable patching/management.
  • Provide telephonic support to clients when required and update the relevant systems as per Dimension Data procedures.
  • Perform the necessary hand-over procedures in cases where shift work is required.
  • Produce breach and other reports to identify failures and short-comings.
  • Own the ITSM Incident Value chain, connect with and engage colleagues to ensure accelerated updates into ITSM, call closure, and feedback to clients.
  • Update all client documentation when required (SOPs, Work Instructions, Build Guides, and Designs).
  • Update ITSM knowledge base with lessons learned and insights into recurring incidents and system-related errors.
  • Assist in benchmarking industry standards.

Requirements:

  • Required Education: NQF Level 5, MCTS 2008, MCSA 2012, ITIL V3 Foundation, Kepner Tregoe Advanced, Intermediate to high-level scripting capabilities.
  • Exam 70-246 Monitoring and Operating a Private Cloud with System Center 2012, Exam 70-247 Configuring and Deploying a Private Cloud with System Center 2012.
  • Experience: 5 years' work experience, Azure experience to Architect also an advantage.

Skills and Knowledge:

  • Demonstrate solution and service knowledge.
  • Possess sound knowledge of communications infrastructure and systems.
  • Demonstrate problem analysis and solution formulation skills.
  • Demonstrate learning and service orientation.
  • Demonstrate excellent attention to detail.
  • Demonstrate proactive management.
  • Extensive knowledge and experience including configuration and implementation.
  • Strong general knowledge of networking, IT systems, security, servers, and firewalls.