Dimension Data MS Engineer L2 Jobs in Durban, South Africa

Dimension Data MS Engineer L2 Jobs in Durban, South Africa

Description

MS Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the MS Engineer (L2) is able to restore service to clients.

Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The MS Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity.

Requirements

Provide second level support to all incidents, requests and identify the root cause of incidents and problems

Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA

Update tickets with resolution tasks performed

Strong customer service orientated and excellent interpersonal skills

Attend and resolves incidents and client requests logged in the call management system

Proactively monitors the work queues

Take ownership of customer issues of Tier 2 level and see problems through to resolution

Working from the client site supporting end users locally and remotely

Coordinate and work closely with the internal and client teams

Ability to communicate and work across different cultures and social groups

Ability to plan activities and projects well in advance, and considers possible changing circumstances

Ability to maintain a positive outlook at work and the ability to work in a pressurised environment

Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

Ability to place clients at the forefront of all interactions,

understanding their requirements, and creating a positive client experience throughout the total client journey

Microsoft operating system, software support & Hardware support

Troubleshooting complex hardware and software issues

Troubleshooting networking and connection issues

Keeping Standard Operating Procedures current

Plan and execute approved maintenance activities

Identify problems and errors before they impact a client’s service

Coach Service Desk and L1 teams for technical and behavioral skills

Service improvements to reduce turnaround time and increase efficiencies

Staying abreast of technology, with self-study training, certification and upskill in Microsoft technologies.

Experience

Microsoft Desktop Operating Systems experience – Windows 10 and Windows 11

MS-Office versions (Office 2010, 2013, 2016, and O365)

Computer hardware and software troubleshooting skills

Effective Management of IT hardware and IT environment

Good Telephonic user support, fast thinker, and good communication skills.

Good PC imaging and build skills

Moderate years of relevant managed services experience

Qualifications

Diploma, degree, or relevant qualification in IT/Computing or demonstrated equivalent work experience

3 to 5 years of experience in a similar role
A+, N+ certifications

ITIL Foundation advantageous

How to Apply

For more information and job application details, see; Dimension Data MS Engineer L2 Jobs in Durban, South Africa

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