Dimension Data 1st Line Support Engineer - Video in Prague, Czech Republic
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 50 countries and more than 30 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.
Want to be part of our team?
The Service Delivery Support Engineer (L1) provide a service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Service Delivery Support Engineer (L1) focuses on first line support for standard and low complexity incidents.
What you'll be doing
They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.
Identify problems and errors
The Service Delivery Support Engineer (L1) 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 first 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 2nd 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.
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.
Service Delivery Support Engineer (L1) 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.
Service Delivery Support Engineer (L1) are required to strictly comply with all processes and procedures as prescribed by Dimension Data and the client when relevant. They display a strong client service orientation and strive to meet and exceed SLAs at all times.
Service Delivery Support Engineer (L1) 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.
What would make you a good fit for this role?
Accountable for all 1st line client communications via means of video, telephone and email.
Resolution of all Tier 1 Video incidents within agreed SLA’s.
Perform checks on endpoints and infrastructure, proactively and reactively based on monitoring tooling.
Schedule, operate and monitor concierge bookings.
Responsibility of all client updates on Tier 1 Incidents.
Working within VNOC/GSC internal OLA’s on all incidents.
Ownership of incidents with carriers on hosted client incidents ensuring resolution within SLA’s.
Performing release management across hosted and client video networks.
Working within VNOC change management processes, performing standard VNOC changes.
Work within Vendor escalation process ensuring they are dealt with within a timely manner.
Dispatching field engineers to site along with replacement spares.
Conducting hosted service activation on new client endpoints into the Dimension Data Managed Service for Visual Communication.
Technical Transition of new endpoints.
Join our growing global team and accelerate your career with Dimension Data. Apply today.
Diversity in Dimension Data
Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.
Dimension Data uses the power of technology to help organisations achieve great things in the digital era. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With offices in nearly 60 countries across five continents, and over 30,000 employees, we deliver wherever our clients are, at every stage of their technology journey.
Whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, we help our clients achieve their ambitions.
And with us, you can achieve yours.
If you believe you can do anything, we’re here to help you do it.