MS Engineer L2

4 weeks ago

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

At Dimension Data, we are seeking a highly skilled MS Engineer L2 to join our team. As a key member of our technical support team, you will be responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.

Key Responsibilities:

  • Proactively monitor work queues to identify and resolve technical incidents and problems in a timely manner.
  • Perform operational tasks to resolve all incidents and requests within agreed service level agreements (SLAs).
  • Update tickets with resolution tasks performed and identify, investigate, and analyze issues and errors prior to or when they occur.
  • Provide second-level support to all incidents and requests, identifying the root cause of incidents and problems.
  • Communicate with other teams and clients to extend support and execute changes with clear identification of risks and mitigation plans.
  • Escalate all tickets to seek the right focus from CoE and other teams, if needed, and continue escalations to management.
  • Work with automation teams to optimize effort and automate routine tasks.
  • Coach Service Desk and L1 teams for technical and behavioral skills.
  • Establish monitoring for client infrastructure and identify problems and errors before they impact a client's service.
  • Lead and manage all initial client escalations for operational issues and contribute to the change management process.
  • Audit and analyze incident and request tickets for quality and recommend improvements with updates to knowledge articles.

Requirements:

  • Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
  • Up-to-date and relevant ITIL certification.
  • At least one mid-level certification relevant to CoE (e.g., CCNP for networks, MSCE for Windows Server Data Center CoE).
  • Good to have scripting knowledge (e.g., Python, PERL) and cross-technology skills (e.g., Windows server L2 along with UNIX or Storage skills).

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