Functieomschrijving Description
The Base OS Engineer (L1) is an intermediate position in the EUC/DC/FS engineer job family and is proactive in identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Base OS Engineer Engineer (L1) focuses on second line support for low to medium complexity incidents and maintains the Datacentre or End-user Computing environmental and monitoring equipment.
Monitor infrastructure
The Base OS Engineer Engineer (L1) ensures that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools, and respond to alerts. Where software is a component of the solution, they will also take responsibility for ensuring that the software is installed and configured according to client requirements.
Identify problems and errors
The Base OS Engineer Engineer (L1) identifies problems and errors prior to or when they occur. He or she will log such incidents in a timely manner with the required level of detail with all the necessary. They liaise with all stakeholders including client IT environments, vendors, carriers, and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.
Ensure resolution of incidents and requests
The Base OS Engineer Engineer (L1) investigates second line support calls assigned to them and identifies the root cause of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.
Where necessary, they escalate requests and exceptions to the 3rd line support team.
They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.
Incident management
When required The Base OS Engineer (L1) will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required. They update incidents with progress and resolution details.
Shift management
The Base OS Engineer Engineers (L1) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.
Reports
The Base OS Engineer (L1) is also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and shortcomings in the current processes and escalate with recommendations.
Key Roles and Responsibilities
In this position you will be required to:
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 which includes 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 hand over procedures in cases where shift work is required.
8. Produce breach and other reports to identify failures and short-comings.
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 learnt 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.
Requirements
Education and Training
- NQF Level 5
- MCTS 2012
- MCSA 2012/2016/2019
- ITIL V3 Foundation
- Kepner Tregoe Fundamentals
- Azure Fundamentals (further Cloud qualifications are advantageous)
- Intermediate to high level scripting capabilities (PowerShell)
- Good Report Writing in Excel and Word
- Achieve +70% on technical assessment for L1
Experience
5 years’ work experience
Skills and Knowledge
- Demonstrate solution and service knowledge
- Possess sound knowledge of communications infrastructure and systems
- Demonstrate problem analysis and solution formulation skills
- Demonstrate learning and service orientation
- Demonstrate excellent attention to detail
- Demonstrate proactive management
- Extensive knowledge and experience including configuration and implementation
- Strong general knowledge of networking, IT systems, security, servers, and firewalls
Attributes
- Demonstrate the ability to adapt to change and to think innovatively
- Display good verbal and written communication ability
- Demonstrate the ability to engage with a variety of stakeholders
- Possess good planning and time management ability
- Demonstrate the ability to cope under pressure
- Passionate about enterprise-level IT solutions with a limitless willingness to learn
Requirements
