MS Engineer L1

4 months ago

Port Elizabeth, South Africa Dimension Data Full time
Functieomschrijving

The MS Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The MS Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests.

Key Roles and Responsibilities

  • Monitors client infrastructure and solutions
  • Identify problems and errors prior to or when they occur
  • Investigate first line incidents assigned and identify the root cause of incidents and problems
  • Follow the required handover procedures for shift changes to ensure service continuity
  • Report and escalate incidents where necessary
  • Ensure the efficient and comprehensive resolutions of incidents and requests
  • Responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.  
  • Through the proactive monitoring, identifying, investigating and resolving of technical incidents and problems, the MS Engineer (L1) are able to restore service to clients.  
  • Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).
  • Provides specific detailed information for hardware and software selection.
  • Follow the required handover procedures for shift changes to ensure service continuity
  • Report and escalate incidents where necessary
  • Ensure the efficient and comprehensive resolutions of incidents and requests
  • Fulfil approved requests following agreed procedures

Knowledge, Skills and Attributes:

  • Ability to communicate and work across different cultures and social groups
  • Ability to plans activities and projects well in advance, and takes into account possible changing circumstances
  • Ability to maintain a positive outlook at work
  • Ability to work well in a pressurised environment
  • Ability to work hard and put in longer hours when it is necessary
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
  • Ability to adapt to changing circumstances
  • Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
Requirements

Academic Qualifications

  • Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
  • CCNA (essential)
  • CCNP (Advantageous)
  • NSE (Advantageous)

Required Experience

  • Entry level experience with troubleshooting and providing support required in network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisation.
  • Working knowledge of management agent, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup etc)
  • Working knowledge of WAN connectivity

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