Service Delivery Field Support Engineer L1
dimension data
East London, South Africa
4d 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?

Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.

Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system.

Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.

This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking / wireless networking.

Survey Tip : This job provides customer support. If employee is primarily responsible for applications / systems engineering, match to the appropriate applications / systems engineering position in the Global Sales Survey.

What you'll be doing

Skills and attributes

Support Services :

Identifies and resolves technical problems following agreed procedures. Uses appropriate and standard tools to collect agreed performance

statistics. Carries out agreed maintenance tasks. Uses and / or applies basic principles, theories and concepts.

Service Level Management :

Proactively monitors and logs the actual service provided, compared to that required by service level agreements.

Incident Management :

Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.

Configuration Management :

Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.

Problem Management :

Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.

Work Outputs

Ensure operational infrastructure

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 L1 Field Engineer proactively identifies problems and errors and as they occur. He or she will log all such incidents in a timely manner with the required level of detail.

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

Investigate first line support calls assigned and identify the root cause of incidents and problems. Ensure the efficient and comprehensive resolution of incidents and requests.

Escalate to L2 Support Engineer when unable to resolve within the stipulated time and / or with the

provided work instructions.

Incident management

They ensure incidents are updated with progress and resolution details in a timely manner using the ITSM Mobile Apps.

Shift handover

L1 Field Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.

Complete and maintain any shift handover schedules.

Education required

l High school or associates degree (diploma) or equivalent experience

Certifications required

l ITIL v3 Foundation

l Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)

l Cisco Certified Network Associate - Wireless (CCNA-WL)

l Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)

l Cisco Certified Network Associate - Security (CCNA-SEC)

l Check Point Certified Security Administrator (CCSA)

l Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)

l VMware Certified Professional vSphere

l Cisco Certified Network Associate - Data Center (CCNA-DC)

l MCSA+VCP, RHCE or equivalent

l Cisco Certified Network Associate - Video (CCNA-VID)

l Cisco Certified Network Associate - Voice (CCNA-V)

Work experience required

l 0-2 years’ work experience

What would make you a good fit for this role?

Standard career level descriptor for job level :

  • Develops professional experience
  • Applies policy and procedures to solve variety of issues
  • Problems are moderate in nature
  • Build productive internal and external working relationships
  • Receives general instructions on routine work
  • Receives detailed instructions on new work
  • Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience;
  • or equivalent work experience

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