SCOM Engineer _ L2 - Sandton, South Africa - Dimension Data

Description

The SCOM Engineer (L2) is an intermediate to high level position in the EUC 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 SCOM Engineer (L2) focuses on second line support for medium complexity incidents and maintains the Datacentre or End-user Computing environmental and monitoring equipment.

Key Roles and Responsibilities

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.

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.

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.

Take full ownership for managing the incident to resolution within the service level conditions.

Perform level 2 server and network troubleshooting, server rack mounting and cable patching / management.

Provide telephonic support to clients when required and update the relevant systems as per Dimension Data procedures.

Perform the necessary hand over procedures in cases where shift work is required.

Produce breach and other reports to identify failures and short-comings.

Own the ITSM Incident Value chain, connect with and engage colleagues to ensure accelerated updates into ITSM, call closure and feedback to clients

Update all client documentation when required (Sops, Work Instructions, Build Guides and Designs)

Update ITSM knowledge base with lessons learnt and insights into recurring incidents and system related errors

Assist in benchmarking industry standards

Required Education:

NQF Level 5

MCTS 2008

MCSA 2012

ITIL V3 Foundation

Kepner Tregoe Advanced

Intermediate to high level scripting capabilities

Exam Monitoring and Operating a Private Cloud with System Center 2012

Exam Configuring and Deploying a Private Cloud with System Center 2012

Experience

5 years' work experience

Azure experience to Architect also an advantage

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