Functieomschrijving The MS Engineer (L3) is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions.
The MS Engineer (L3) is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgement and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.
Key Roles and Responsibilities:
- Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
- Perform necessary checks, apply monitoring tools and respond to alerts.
- Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
- Assist in analysing, assigning and escalating support calls.
- Investigate third line support calls assigned and identify the root cause of incidents and problems.
- Report and escalate issues to 3rd party vendors if necessary.
- Provide onsite technical support to clients and provide field engineering services to clients.
- Conduct monthly random review of incidents and service requests, analyse and recommend improvement in quality.
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
- Proactively identify opportunities for work optimisation including opportunities for automation of work.
Requirements Experience required
- Solid years work of experience.
- Solid experience required in Engineering function within a medium to large ICT organisation.
- Solid experience of Managed Services.
- Excellent working knowledge o ITIL processes.
- Excellent experience working with vendors and/or third parties.
Academic Qualifications
- Advanced diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Advantageous Certification
- Up to date and relevant ITIL certification
- Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R/S)
- Cisco Certified Network Professional - Wireless (CCNP-W)
- Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT) JNCIA Security
- Certified Partner SE - WAN Optimization
- Riverbed Certified Solutions Professional - WAN Optimization (RCSP-W)
- F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM)
- 301a LTM Specialist Architect Setup and Deploy Security domain
- Cisco Certified Internetwork Expert - Security (CCIE-S)
- Juniper Networks Certified Internet Associate - Intrusion Detection and Prevent (JNCIA-IDP)
- Check Point Certified Security Administrator (CCSA)
- Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
- Check Point Certified Security Expert (CCSE)
- Certified Partner SE - Security
- Certified Partner SE - Web Security
- VMware Certified Professional vSphere
- Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)
- MCSA+VCP, RHCE or equivalent
- EMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA_VNX_SS_V8)
- Blue Coat Certified Proxy SG Professional (BCCPSGP)
- Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)
- Cisco Certified Internetwork Expert - Voice (CCIE-V)
- Cisco Certified Network Associate - Video (CCNA-VID)
- ACIS - Avaya Communication Manager 5.2.1 (ACIS – 6006)
- Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
- Genesys CIM8 Troubleshooting for Support (GCS8-CCTS)
- Genesys eServices 8 Consultant (GCP8-CESV)
- Genesys Inbound Voice 8 Consultant (GCP8-CIV)
- Genesys SIP Server 8 Consultant (GCP8-SIP)
- Genesys Voice Platform 8.5 Consultant (GCP8-CVP)
- Genesys Workforce Management 8.5 Consultant (GCP8-WFM)
- Cisco Qualified Specialist - Cisco IP Contact Center Express Representative (CQS-IPCCER)
- Cisco Qualified Specialist - Cisco IP Contact Center Express Specialist (CQS-IPCCE)
- Cisco Qualified Specialist - Cisco IP Telephony Design Specialist (CQS-DS)
- Cisco Certified Internetwork Expert - Certification - Collaboration (CCIE-COLLA)
- Genesys Certified Composer Routing 8 Developer (GCD8-DCR)
- Genesys Composer using Voice Applications 8 Developer (GCD8-DCV)
Dimension Data withholds the rights not to fill these roles at our discretion.
