Managed Services Engineer L2
2 months ago
We are seeking a highly skilled Managed Services Engineer L2 to join our team at Dimension Data. As a key member of our IT operations team, you will be responsible for providing exceptional technical support to our clients, ensuring their IT infrastructure and systems remain operational.
Key Responsibilities- Incident Management
- Proactively monitor work queues to identify and resolve technical incidents and problems in a timely manner.
- Update tickets with resolution tasks performed and ensure all required information is captured for immediate resolution.
- Problem Management
- Investigate, analyze, and log all incidents in a timely manner.
- Identify and communicate with other teams and clients to extend support and resolve issues.
- Change Management
- Execute changes with clear identification of risks and mitigation plans.
- Follow the shift handover process and highlight key tickets to be focused on.
- Escalation and Coaching
- Escalate tickets to seek the right focus from CoE and other teams.
- Coach Service Desk and L1 teams for technical and behavioral skills.
- Monitoring and Maintenance
- Establish monitoring for client infrastructure.
- Plan and execute approved maintenance activities.
- Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
- Up-to-date and relevant ITIL certification.
- CCNA certification.
- Meraki certification (advantageous).
- Juniper certification (advantageous).
- MCSA/MCSE certification (advantageous).
- Medical Aid / Medical Insurance.
- Group Life Cover.
- Funeral Benefit.
- Minimum 18 days annual leave.
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