Wireless Network Engineer Engineer
Dimension Data
Cape Town, South Africa
15d 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 role is responsible for providing 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 Wireless Engineer focuses on second line support for standard and medium complexity incidents.

Justification

Investment role as agreed in budget based on pipeline

Stakeholder engagement

  • Internal : engage with internal support engineer team, receive instructions, and manage escalation incidents to L3 Support Engineer or 3rd party vendors as necessary.
  • External : proactively act as first-line technical support for clients (including the analysis, assignment and escalation thereof).
  • 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.

    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

    Monitor 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 Wireless Engineer 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.

    Incident management

    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.

    Ensure resolution of incidents and requests

    They investigate second 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 3nd 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.

    Education required

  • Degree or relevant qualification in IT / Computing
  • ITIL v3 Foundation
  • Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)
  • Cisco Certified Network Associate - Wireless (CCNA-WL)
  • Cisco Certified Network Professional - Wireless (CCNP-WL) advantageous
  • Work experience required

  • 4 6 years’ work experience
  • 2 to 3 years of experience with troubleshooting and providing support required in network / security / systems / storage administration and Monitoring Services within a medium to large ICT organisation.
  • Working knowledge of management agent, redundancy concepts, and products within the supported technical domain
  • Strong client service orientation and passion for achievement of SLA at all times
  • What would make you a good fit for this role?

    Additional Job Description

    In this position you will be required to :

  • Proactively monitor the work queues.
  • Works independently, with general direction from the team lead or manager, to perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
  • Timely and consistent updates of tickets with resolution tasks performed.

  • Identify, Investigate, analyse 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.
  • Must be proficient in change management process with an ability to plan and execute changes with clear identification of risks and mitigation plans to be captured into the change record
  • Diligently follows the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift.
  • Timely escalation of all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management.
  • Proactively identifies, contributes and work with automation teams for effort optimization and automating routine tasks.
  • Coaches Service Desk and L1 teams for technical and behavioural skills
  • 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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