Dimension Data Recruitment 2017 | Level 1 Engineer | Bangalore
Level 1 Engineer
ITaaS Technical Support
What you'll be doing
In this position you will be required to:
1. Ensure assigned infrastructure at the client site is configured, installed, tested and operational.
2. Identify problems and errors prior to or when they occur.
3. Investigate first line support calls assigned and identify the root cause of incidents and problems.
4. Take responsibility for receiving calls and incidents at the services desk.
5. Follow the required handover procedures for shift changes to ensure service continuity.
High Level Job Description
The L1 engineering technician will be primarily responsible for the timely and accurate processing of incidents and service requests that are received through ServiceNow (ITSM). L1 engineering will be a key point of contact between regional and client support resources and the rest of the ITaaS Toronto delivery organization. L1 engineering resources will be measured on their ability to provide an effortless support experience for our clients when they raise incidents, service requests and questions. The L1 engineering team must be staffed 24x7x365 in 3 daily shifts Key roles and responsibilities Communicate status of service tickets in writing (through Service Now) and on the phone to clients and relevant stakeholders Receive inbound phone calls from the GSC (or client as required) Receive inbound incident and service request tickets from the GSC (or client as required) via ServiceNow (ITSM) Resolve client service requests using Cloud Control (where applicable) Resolve client incidents leveraging troubleshooting skills and standard operating procedures (SOP) Classify and dispatch incoming calls and tickets ServiceNow (ITSM) according to Service Level Agreements (SLAs) to escalation resources Escalate unremediated or unacknowledged incidents through appropriate escalation queues to ensure that client impact is minimal Prevent inappropriate escalations from escalating in the resolver teams queues Transfer current situation status and all relevant information to the following shift to ensure minimal client service impact Review current situation status and relevant information from previous shift and accept accountability for client service impacts during the operating shift. Adhere to all Dimension Data policies and operational procedures. Build knowledge of a variety of Products in the ITaaS Toronto portfolio by the appropriate use of DDU and other reference materials: o Microsoft Exchange o Microsoft Skype for Business o Microsoft SharePoint o Microsoft Office365 o Microsoft Windows o Microsoft Active Directory Develop working knowledge of a variety of tools in the ITaaS Toronto portfolio by the appropriate use of DDU and other reference materials: o Service Now o Cloud Control Requirements: Education and Training and Experience Degree Minimum 2 years prior experience working in a technical environment. Prior system administration or support experience on Microsoft technologies Certifications in some of the following: o Microsoft Office Specialist (MOS) o Microsoft Solution Associate (MCSA) o Microsoft Technology Associate (MTA) Personal Attributes and Skills Required Client focussed. Diligent and detail oriented Solid team player. Strong written and oral English communication skills An inquisitive mind and a can-do spirit. Analytical approach to Problem Solving Ability to work at a fast pace.
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