Functieomschrijving Have you been feeling like your skills are not being used in the right way? Are you looking for a new challenge in the IT industry? Well, this is your opportunity!
As a MS Engineer (L2) you will be 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 (L2) is 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). The MS Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity.
Requirements
- Proactively monitors the work queues.
- Perform operational taks to resolve all incidents/requests in a timely manner within the agreed SLA.
- Update tickets with resolution taks performed.
- Identify, investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
- Capture all required and relevant information for immediate resolution.
- Provide second level support to all incidents, requests and identify the root cause of incidents and problems.
- Communicate with other teams and clients for extending support.
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record.
- Follow the shift handover process highlighting any key tickets to be focusesd on along with a handoverof upcoming critical taks to be carried out in the next shift.
- Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Work with automation teams for effort optimization and auotmating routine taks.
- Coach Service Desk and L1 teams for technical and behavioural skills.
- Estabblish monitoring for client infrasturcture.
- Lead and manage all initial client escaltions for operational issues.
- Contribute to the change managemetn process by logging all change requests with complete details for standard and non-standard, including patching and any other changes to configuration items
- Ensure all changes are carried out with proper change approvals.
- Plan and execute approved maintenance activities.
Qualifications
- Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Up to date and relevant ITIL certification
- CCNA certification
- Meraki certifcation (advantageous)
- Juniper certification (advantageous)
- MCSA/MCSE certification (advantageous)
Perks
Medical Aid / Medical Insurance, Group Life Cover, Funeral Benefit, Minimum 18 days annual leave.
About Dimension Data
At Dimension Data we empowering our people to deliver client-centric solutions. We want to see our people make the most of every opportunity, and together we can achieve the extraordinary. Our diverse and inspiring people are experts at what they do and serious about delivering measurable and sustainable value at every turn.
