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 Senior Platform Support Specialist operates in complex environments, taking their guidance and instructions from the Platform Support Manager.
The Senior Platform Support Specialist provides a service to internal end users to ensure that the operational platforms remain functional through proactively identifying, investigating and resolving technical incidents and problems related to their area of specialisation.
The Senior Platform Support Specialist focuses on all lines of support for complex incidents, requests, problems and events.
They ensure that the platform 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 business requirements.
The Senior Platform Support Specialist 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 information.
They liaise with all stakeholders including end users, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors, incidents, events and problems and to identify a resolution.
These individuals liaise with vendors to ensure that any further features that are required in line with business requirements are actioned and implemented.
The Platform Support Specialist performs simple and routine assignments that require good knowledge of the specified support function.
They perform a variety of tasks related to but not limited to security access and administration and the testing and maintenance of internal systems.
They investigate all line support calls assigned to them and identify the root cause of incidents, events and problems. They ensure the efficient and comprehensive resolution of incidents, events 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, event or problem to resolution within the business requirements.
Where necessary, they escalate requests and exceptions to the Platform Support Manager. They provide continuous feedback to internal clients and affected parties and update all systems and / or portals as prescribed by Dimension Data procedures.
Incident, problem, request and event management
They will take responsibility for responding to calls, events, problems and incidents via Service Now. They assist in analysing, assigning and escalating the support calls when required.
They also provide telephonic support to end users. They are required to identify the problem, incident or event, perform root cause analysis on events, problems and incidents and document the actions required, identifying and selecting the appropriate solutions, including the development of a workaround plan.
They ensure the implementation of a resolution and recovery, ensuring compliance to the relevant processes and within business requirements.
They update incidents, problems, requests and events with progress and resolution details and ensure the required knowledge base is updated accordingly.
These individuals track the relevant capacity metrics and provide detailed reports that enable the required increase in capacity in line with business requirements.
Senior Platform Support Specialists are also responsible for producing breach and other reports that are necessary for the correct operation of processes.
Senior Platform Support Specialists are required to strictly comply with all processes and procedures as prescribed by Dimension Data.
They display a strong client service orientation and strive to meet and exceed client expectations at all times. They display excellent attention to detail and solid knowledge and understanding of various technologies and the dependencies and impact they have on each other.
They demonstrate excellent verbal and written communication skills and the ability to work within a team environment.
What would make you a good fit for this role?
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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