Senior Network Engineer at Dimension Data

Job Description Summary

• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.

Key Role and Responsibilities:

•  Maintains the support process and ensures that requests for support are handled according to the procedures.
• Use 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
• Identify and resolve problems following agreed procedures.
• Carry out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
• Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyze service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Priorities and diagnose incidents according to agreed procedures.
• Investigate causes of incidents and seeks resolution.
• Escalate unresolved incidents and follow up until incident is resolved.
• Provide service recovery, following resolution of incidents.
• Document and close resolved incidents according to agreed procedures.
• Maintain secure, accurate, complete, and current configuration on configuration items (CIs).
• Apply tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
• Maintain knowledge of specific specialisms, provides detailed advice regarding their application
• Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members
• Provide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by Dimension Data’s standard operating procedures.
• Log all such incidents in a timely manner with the required level of detail with all the necessary
• Cooperate with all stakeholders including client IT environments, vendors, carriers and Dimension Data’s colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Knowledge, skills and attributes:

• Working knowledge of technical documentation
• Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
• Knowledge of vendor technologies, such as Cisco, Riverbed, Avaya, etc
• Customer service orientated and pro-active thinking
• Problem solver who is highly driven and self-organised
• Excellent spoken and written communication skills

Academic Qualifications and Certifications:

• Degree or relevant qualification in IT/ComputingRelevant IT related certifications in Networking, (CCNP) Security, Data Center-Storage, Data Center, Converged
• Comm, Customer Interactive Solutions

Experience required:

• Experience in call centre routing technologies, voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers) and IT infrastructure (storage, backup, computing, server virtualization etc).
• Experience in technical support to clients.
• Experience in diagnosis and troubleshooting.
• Experience providing remote support in network/ security/ systems/ storage administration and monitoring services.
• Experience in network administration as a support engineer.