l2 - ims - Sandton, South Africa - Dimension Data

Description

MS Engineer (L2) is 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 medium level of complexity.

Key roles & responsibilities:

• Proactively monitors work queues.
• Perform operational tasks to resolve all incidents/requests within a timely manner within the agreed SLA.
• Update tickets with resolution tasks performed.
• Identify, investigate, analyse 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 hand over process highlighting any key tickets to be focused along with a handover of upcoming critical tasks to be carried out in the next shift.
• Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management.
• Work with automation teams for effort optimization and automating routine tasks.
• Coach Service Desk and L1 teams for technical and behavioural skills.
• Establish monitoring for client infrastructure.
• Identify problems and errors before they impact a client's service.
• Lead and manages all initial client escalation for operational issues.
• Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals
• Plan and execute approved maintenance activities.
• Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort.

Academic qualifications

• Matric - Grade 12
• Diploma, degree or relevant qualification in IT/Computing
• CCNA
• NQF - L5
• SIP SCHOOL (*advantageous)

Required experience

• Work Experience years)
• Moderate years of relevant managed services experience.
• Moderate level knowledge in ticketing tools preferably Service Now.