EUC Engineer
Dimension Data
Cape Town, South Africa
9d ago

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 47 countries and more than 28 000 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 EUC Engineer (L4) / Team Lead is involved in highly complex environments for installation, configuration and fault management.

They provide technical support to Dimension Data clients. This includes remotely supporting clients within Service Level Agreements (SLAs) to install and configure software and hardware, resolve incidents, perform root cause analysis and adhere to any related processes such as change management.

Certification, both in vendor, technology and product is elevated to a specialized level and activities continue to progress towards an expert level.

EUC Engineer (L4) / Team Leads work closely with clients, displaying good client engagement skills and engaging at a high level of professionalism.

They are required to interact with clients on site to meet more complex requirements of a solution. Problems and issues that cannot be resolved are escalated to the relevant third parties.

The individual demonstrates project management and administration ability. They write reports and proposals and project documentation.

EUC Engineer (L4) / Team Lead ensure the compilation of the documentation of standard operating procedures relating to installations and fixes.

What you'll be doing

Co-ordinate activities of engineers

The EUC Engineer (L4) / Team Lead displays leadership and team management ability and delegates lower complexity tasks to engineers and technicians.

They assume responsibility for the co-ordination of the activities of the engineers, in line with performance targets. They lead by example and monitor the quality of engineer's and technician's work when required.

Mentorship of engineers and technicians is expected on this role.

Project management

EUC Engineering Team Leads have excellent project management skills which are demonstrated in the execution of installations and other assignments.

Project certification and the understanding and adoption of Dimension Data's Primer methodology, is encouraged.

Produce and use reports

The individual demonstrates good administration ability in the form of proposal and report writing, and general project documentation development.

The individual may be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-

site support and problem management.

Take ownership of relevant technologies

The EUC Engineer (L4) / Team Lead is expected to take ownership of relevant technologies according to domain or specialization.

People management

As corporate citizens they are good team players and exhibit the required level of management skills required from junior level managers.

He or she practices two-way communication and listens to understands other’s point of view.

Behavioural skills

The individual displays a good understanding of business principles. At this level, individuals are included in higher complexity design work, with input to the design expected.

These individuals are client focused and display a proactive approach to solving problems. They work well under pressure and demonstrate the ability to work within a support team, contributing to their success.

What would make you a good fit for this role?

Description of responsibilities :

  • Management of the EUC and COE related operational functions to ensure exceptional delivery and control
  • Liase with customer in conjunction with Delivery Management to achieve :
  • Contractual and agreed service delivery
  • Implementation of DD EUC processes, procedures & solutions
  • Build positive working relationship between Client, Delivery Management & Support environment
  • Ensure an effective meeting and reporting structure internally and externally
  • Implement measures and escalation matrix to address customer requirements
  • Interaction of 3rd party service providers and vendors
  • Ensure customer satisfaction
  • Create operational excellence through governance and process discipline
  • Provide SLA reporting and required management information in area of responsibility
  • Co-ordinate all ITO / MS activities on-site with a view on SLA’s
  • Implement standards, policies and Industry best practices in line with the Dimension Data guidelines
  • Monitor & audit compliance of best practices and standards with continuous improvement process
  • Liaison with Process Control in term of service delivery, solutions and process execution
  • Ensure the use of integrated tools and processes
  • Effective on site personnel management including :
  • Leave planning
  • Determining needs and schedule training accordingly
  • Performance management
  • Tasking
  • Develop and retain competencies
  • Travel to various client sites in and around Johannesburg, PTA and KZN
  • Qualifications and experience

  • Matric is compulsory
  • Relevant Information Technology qualification is crucial
  • ITIL Certification
  • Understanding of principles, processes and procedures are crucial
  • At least 4 years’ experience of Desktop technologies is compulsory
  • Understanding the influence of shared services on successful service delivery is crucial
  • At least 2 years proven track record in customer relations is compulsory
  • Project management experience is an advantage
  • Knowledge

  • SLA & OLA interpretation and management
  • Customer Services environment
  • Understanding of IT market trends
  • Dimension Data and NTT
  • Financial management
  • Industry best practise standards ie ITIL, SAS70,ISO CoBIT, etc
  • Decision making
  • Logical thinking and problem solving
  • Planning and organising
  • People management
  • Matrix management
  • Customer relationship management
  • Presentable
  • Business insight
  • Customer orientation
  • Strategic awareness
  • Capable of exercising judgement
  • Work according to time scales
  • Ability to work under pressure
  • Ability to create a functional team
  • Team player and able to influence others
  • Good interpersonal relationships
  • 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.

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