Overview
Senior SCCM Engineer; L3 Jobs in Cape Town, South Africa at Dimension Data
Position: Senior SCCM Engineer (L3)
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Job Profile Summary
The SCCM Engineer is a key player in the End User Compute environment of an organization. They are required to perform their duties with efficiency, and through proactivity and automation reduce downtime and ensure consistent operations. SCCM Engineers are required to formulate long term strategies through proactive management of common issues to minimise the possibilities of system breakdowns and streamline day-to-day support and operations.
Primary Objectives:
Monitor infrastructure
The SCCM Engineer ensures that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard, they will perform necessary checks, apply monitoring tools, and respond to alerts. Where software is a component of the solution, they will also take responsibility for ensuring that the software is installed and configured according to client requirements and kept up to date.
Identify problems and errors
The SCCM Engineer identifies problems and errors proactively or when they occur. They will log such incidents promptly with the required level of detail and liaise with all stakeholders including client IT environments, vendors, carriers, and Dimension Data colleagues to expedite diagnosis of errors, and problems and identify a resolution.
Ensure resolution of incidents and requests
The SCCM Engineer investigates second line support calls assigned to them and identify the root cause 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 agreed service level conditions.
They will provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.
Incident management
When required SCCM Engineer will take responsibility for receiving calls and incidents at the service desk. They assist in analysing, assigning, and escalating the support calls and provide telephonic support to clients where required. They update incidents accurately with progress and required resolution details.
Shift management
SCCM Engineer that work shifts will be required to follow a handover procedure for shift changes to ensure service continuity. They are accountable for completing and maintaining any shift handover schedules.
Reports
SCCM Engineer is also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and shortcomings in the current processes and escalate with recommendations.
Behavioural skills
SCCM Engineer is required to strictly comply with all processes and procedures as prescribed by Dimension Data and the client when relevant. Their ability to communicate promptly, well, and to capture all pertinent details when required will contribute to their success.
Key Roles and Responsibilities:
· Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements.
· Provide End-user Computing support to clients which include provisioning, client & software management, monitoring, implementation, troubleshooting and support for End-user Computing operations and related infrastructure.
· Identify problems and errors proactively or when they occur and log all such incidents promptly with the required level of detail.
· Take full ownership for managing the incident to resolution within the service level conditions.
· Create, maintain, and distribute software and application packages to automate and simplify daily support operations.
· Provide telephonic support to clients when required and update the relevant systems as per Dimension Data procedures.
· Perform the necessary hand over procedures in cases where shift work is required or when going on leave.
· Produce breach and other reports to identify failures and shortcomings.
Own the ITSM Incident Value chain, connect with and…
Title: Senior SCCM Engineer; L3
Company: Dimension Data
Location: Cape Town, South Africa
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