Level 1 Engineer, Cloud NOC
Dimension Data
Bangalore, India
6d 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?

This role will accept requests from client via agreed channels. They perform initial validation on the request by verifying contract information.

Upon verification, they ensure the right classification and prioritization assigned to the request. They act promptly according to work instructions and ensure the right escalation to the next resolver group.

This role is the first line contact for clients and they play a critical role in offering a professional service experience.

Value Chain Linkage

  • Service Operation
  • Service Transition
  • Service Level Management

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

    Incident Management

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

    Maintains records and advises relevant persons of actions taken.

    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.

    Customer Service Support

    Receives and handles requests for service, following agreed procedures. Promptly allocates calls as appropriate. Logs incidents and service requests and maintains relevant records.

    Work Outputs

    Log and Track client requests

    The role is responsible for receiving, validating and logging client requests. They capture the detail of the request using ITSM ticketing tools and provide first line support if required.

    They act as the ticket owner ensuring timely updates made to the ticket, and that clients are updated upon request.

    Escalate critical calls and requests

    These employees ensure the correct escalation procedure is followed on all critical calls and requests. They assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation.

    Ensure fault resolution

    The role works closely with his / her colleagues to ensure the swift resolution of faults. They ensure that the user is kept updated on the progress in relation to the resolution of the fault.

    Maintain documentation and reporting

    The role ensures that all relevant documents related to the fault are maintained. They keep accurate records of the fault, including the client’s information.

    They produce breach and other similar reports as necessary aiding in the correct operation of internal processes. This role identifies failures and shortcomings in the processes, and escalates these with recommendations to resolve and improve processes.

    Ensure client satisfaction

    The role plays an important role in maintaining high levels of client satisfaction. By communicating in a professional manner, they provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf.

    They have the ability to perform initial diagnosis following work instructions and display the required integrity to ensure excellent client service.

    They also communicate with internal stakeholders to ensure that resolution of requests is achieved according to the service level agreement.

    Next career steps

  • Service Desk Alarm Monitoring Engineer (L1)
  • Education required

  • High school qualification or Diploma in IT / Computing
  • Work experience required

  • 3 - 5 years’ work experience
  • 3+ years’ experience required in call centre managed services / services delivery environment within a medium to large ICT organisation.
  • 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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