Overview
MS Engineer L1 – NOC Jobs in Walmer, South Africa at Dimension Data
Location: Walmer
Functieomschrijving
The MS Engineer (L1) is responsible for providing a managed 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 engineer focuses on first line support for standard and low complexity incidents and service requests.
Key Roles and Responsibilities:
Monitors client infrastructure and solutions
Identify problems and errors prior to or when they occur
Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
Investigate first line incidents assigned and identify the root cause of incidents and problems
Full approved requests following agreed procedures
Provide telephonic or chat support to clients when required
Execute approved maintenance activities including patching and conguration changes
Follow the required handover procedures for shift changes to ensure service continuity
Report and escalate incidents where necessary
Ensure the efficient and comprehensive resolutions of incidents and requests
Proactively identify opportunities for work optimization
Update existing knowledge articles or create new ones
Requirements
Minimum 2 years’ experience in service center environment (or completion of relevant intern programme)
Working knowledge and understanding of IP, WINS, DHCP, DNS, etc.
Working knowledge MS-Oce, MS-Outlook, MS-Active Directory, MS-Windows Server, MS-Exchange Server
Working knowledge and experience with routers & switches
Experience as a junior network engineer (Advantageous)
Entry level experience with troubleshooting and providing support required in network/ data centre/systems/ storage administration and monitoring Services within a medium to large ICT organization.
Working knowledge of management agent, redundancy concepts, and products within the supported
technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup etc.)
Academic
Qualifications:
Diploma/ Degree in IT/Computing (preferred)
ITIL (advantageous)
CCNA R/S (essential)
Cisco Certified Network Associate – Wireless (CCNA-WL) (advantageous)
Riverbed Certified Solutions Associate – WAN Optimization (RCSA-W) (advantageous)
Cisco Certified Network Associate – Security (CCNA-SEC) (advantageous)
MCSA+VCP certification (advantageous)
Title: MS Engineer L1 – NOC
Company: Dimension Data
Location: Walmer, South Africa
Category: IT/Tech (Technical Support, IT Specialist), Engineering (Technical Support, IT Specialist)
