Managed Services Engineer L2

2 months ago


Sandton, South Africa Dimension Data Full time
About the Role

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.
Requirements
  • 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).
What We Offer
  • Medical Aid / Medical Insurance.
  • Group Life Cover.
  • Funeral Benefit.
  • Minimum 18 days annual leave.


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