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Service Delivery Support Engineer

Keywords / Skills : Network Engineer, End Using Computing, Data Centre Solutions, Active Directory, Cisco, UCS, EMC, NetApp, Microsoft Storage

4 - 10 years
Posted: 2018-11-07

Nationality
Viet Nam
Industry
ITES/BPO
IT/ Computers - Hardware
IT/ Computers - Software
Telecom
Internet Service Provider
Function
IT
Telecom/ ISP
Role
System Administrator
Network Administrator
Database Administrator (DBA)
ERP, CRM - Support Engineer
Education
Bachelors
Degree
Job Type
Contract tenure:
Contract to hire
Posted On
7th Nov 2018
Job Description
Identify problems and errors

The Service Delivery Support Engineer (L2) identifies problems and errors prior to or when they occur. He or she will log all 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

They investigate second line support calls assigned to them and identify the root cause of incidents and problems. They ensure the efficient and comprehensive resolution 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 3nd 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 they 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

Service Delivery Support Engineer (L2) 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 hand hover schedules.

Behavioural skills

Service Delivery Support Engineer (L2) that are required to strictly comply with all processes and procedures as prescribed by Dimension Data and the client when relevant.

Service Delivery Support Engineer (L2) are also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and short-comings in the current processes and escalate with recommendations.

Their ability to communicate well and to capture all pertinent details when required will contribute to their success.

Job Responsibility:

1. Monitor infrastructure remotely.

2. Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.

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. Investigate second line support calls assigned and identify the root cause of incidents and problems.

5. Provide telephonic support to clients.



About Company

Dimension Data Asia Pacific (DDAP), a wholly owned subsidiary of Dimension Data plc, helps clients plan, build, support, manage, improve and innovate their ICT infrastructures. It combines an expertise in network integration, security, data centre solutions, Microsoft solutions and converged communications & contact centre technologies, with advanced skills in consulting, integration, training and managed services to design ICT solutions to accelerate the business ambitions of its clients. Dimension Data is a member of the NTT Group.
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