- Proactively monitors the work queues.
- Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
- Update tickets with resolution tasks 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 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 nonstandard 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
- At least one mid-Level certification relevant to CoE - Ex – CCNP for networks, MSCE for Windows Server Data Center CoEGood to have scripting knowledge such as Python, PERL
- Good to have cross technology skills Ex Windows server L2 along with UNIX or Storage skills.
- Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
- Cisco Certified Network Associate - Wireless (CCNA-WL)
- Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
- Cisco Certified Network Associate - Security (CCNA-SEC)
- Juniper Certifications
- Meraki Certifications
- MCSA, MCSE, RHEL, VCP
- MS-IIS Server
- Citrix Metaframe
- Cisco Certified Network Associate - Data Center (CCNA-DC)
- Cisco Certified Network Associate - Video (CCNA-VID)
- Cisco Certified Network Associate - Voice (CCNA-V)
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Head : Engineering
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Engineering Underwriter
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Engineering Lead
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Engineering Intern
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Industrial Engineering Intern
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Head of Engineering and Infrastructure
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Projects Administrator – Engineering
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Data Engineering Specialist
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Engineering Lead Ii
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Electrical Engineering Graduates
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Exceed Hr Sandton, South AfricaFantastic opportunities for BEng or BTech Engineering Graduates. Work within the solar industry, servicing people and making a difference in their lives. · - Positions available in Gauteng and Cape Town · - Internships also available · Qualifications: · - Relevant BEng or BTech E ...
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Lead Test Engineer
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AMPSTEK Sandton, South Africa**Job Title**: Testing Lead (SAP Experience) · **Location**: South Africa · **Key Responsibilities**: · - Lead the testing efforts for SAP projects, including test planning, execution, and reporting. · - Develop comprehensive test strategies and test plans for SAP implementations ...
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Process Engineer-2
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Snr Projects Manager
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Head Global Markets Data Analytics
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Senior Account Executive for Top Commercial
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Project Manager
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Snr Projects Manager – Mineral Processing
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Junior Draughtsman
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MS Engineer L2 - Sandton, South Africa - Dimension Data
Description
FunctieomschrijvingMS 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) are 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 and Responsibilities:
Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Up to date and relevant ITIL certification