Service Delivery Remote Support Engnieer L2
dimension data
Bangalore, India
1d 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 professional second-line remote technical support and engineering service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution.

Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.

The role is responsible for managing incidents of medium complexity.

What you'll be doing

Stakeholder engagement

Internal : engage with GDC Service Operations team, receive instructions, and manage escalation incidents to L3 Remote Engineer or 3rd party vendors as necessary.

External : proactively act as second-line remote and technical support and provide remote engineering services for clients (including the analysis, assignment and escalation thereof).

Value Chain Linkage

  • Service Operations
  • Service Transition
  • Skills and attributes

    Support Services

    Maintains the support process and checks that all requests for support are dealt with according to agreed procedures. Uses service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate.

    Identifies and resolves problems following agreed procedures. Uses service assurance software and tools to collect agreed performance statistics.

    Carries out agreed maintenance tasks. Ensure usage of knowledge articles in problem diagnosis and resolution.

    Service Level Management

    Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.

    Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

    Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.

    Incident Management

    Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution.

    Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.

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

    Maintains records and advises relevant persons.

    Configuration Management

    Maintains secure configuration, applying and maintaining tools, techniques and processes to identify, track, log and maintain accurate, complete and current information.

    Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorised change, diversion and inappropriate use.

    Problem Management

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

    Technical Specialism

    Maintains knowledge of specific specialisms, provides detailed advice regarding their application and executes specialised tasks.

    The specialism can be any area of information or communication technology, technique, method, product or application area.

    Programming Skills

    Python, XML, REST API Programming

    Work Outputs

    Ensure operational infrastructure

    They respond to, resolve, and escalate incoming technical client issues and requests submitted by phone, e-mail, or our client portal with a focus on superior customer service.

    The position takes responsibility for the installation, diagnoses and troubleshooting of IT related issues.

    Identify problems and errors

    The L2 Remote 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.

    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

    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.

    Incident management

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

    Shift management

    L2 Remote Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.

    They complete and maintain any shift handover schedules, including but not limited to :

  • Scheduling hardware / firmware upgrades and repairs with client
  • Providing Incident Report on unplanned systems / service downtime information
  • Preparing RCA for all business critical incidents and downtime
  • Performing software upgrades / patches
  • Recovering / escalating if problems encountered before / after the patch installations
  • Co-ordination of implementation activities.
  • Next career steps

  • Remote Engineer (L3)
  • Education required

  • Degree or relevant qualification in IT / Computing
  • Certifications required

  • ITIL v3 Foundation
  • Cisco Certified Network Professional - Routing and Switching (CCNP-R / S)
  • Cisco Certified Network Professional - Wireless (CCNP-W)
  • Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT)
  • Certified Partner SE - WAN Optimization
  • Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W)
  • 201 TMOS Administration
  • Cisco Certified Network Associate - Security (CCNA-SEC)
  • Cisco Certified Network Professional - Security
  • Check Point Certified Security Administrator (CCSA)
  • Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI)
  • Check Point Certified Security Expert (CCSE)
  • Certified Partner SE - Security
  • VMware Certified Professional vSphere
  • Cisco Certified Network Associate - Data Center (CCNA-DC)
  • Cisco Certified Network Professional - Data Center (CCNP-DC)
  • MCSA+VCP, RHCE or equivalent
  • EMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA VNX SS V8)
  • Blue Coat Certified Proxy SG Professional
  • Cisco Certified Network Associate - Video (CCNA-VID)
  • Cisco Certified Network Associate - Voice (CCNA-V)
  • Cisco Certified Network Professional - Voice (CCNP-V)
  • ACIS - Avaya Communication Manager 5.2.1 (ACIS 6006)
  • Additional certifications (preferred)

  • Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R / S)
  • F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM)
  • JNCIA Security
  • 301a LTM Specialist Architect Setup and Deploy Security domain
  • Cisco Certified Internetwork Expert - Security (CCIE-S)
  • Certified Partner SE - Web Security
  • Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC)
  • Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT)
  • Work experience required

  • 6 8 years’ work experience
  • 4+ years’ experience with troubleshooting and providing remote 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, remote console architecture, and products within the supported technical domain (i.
  • e. Network, Storage, Security etc)

    What would make you a good fit for this role?

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