MS Base OS Engineer L1

1 week ago

Sandton, South Africa Dimension Data Full time
About the Role

We are seeking a highly skilled and motivated Base OS Engineer (L1) to join our team at Dimension Data. As a key member of our EUC/DC/FS engineer job family, you will be responsible for identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents to resolution.

Key Responsibilities

  1. Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational, and that software is installed and configured according to client requirements.
  2. Provide End-user Computing support to clients, including provisioning, asset management, monitoring, implementation, troubleshooting, and support for End-user Computing operations and related infrastructure.
  3. 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.
  4. Take full ownership for managing the incident to resolution within the service level conditions.
  5. Perform level 1 server and network troubleshooting, server rack mounting, and cable patching/management.
  6. Provide telephonic support to clients when required, and update the relevant systems as per Dimension Data and/or client procedures.
  7. Perform the necessary handover procedures in cases where shift work is required.
  8. Produce breach and other reports to identify failures and shortcomings.
  9. Own the ITSM Incident Value chain, connect with, and engage colleagues to ensure accelerated updates into ITSM, call closure, and feedback to clients.
  10. Update all client documentation when required (SOPs, Work Instructions, Build Guides, and Designs).
  11. Update ITSM/Client's knowledge base with lessons learned and insights into recurring incidents and system-related errors.
  12. Review results of daily checks and action deviations and faults accordingly.
  13. Logging, tracking, and updating of vendor Service Requests.
  14. Attend Client CAB meetings.
  15. Keeping up to date with industry changes and vendor best practices.
  16. Manage client firmware levels for respective technologies.

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