Service Desk Engineer
dimension data
Milan, Italy
19h fa

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?

The role is responsible for providing a professional first-line remote support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution.

Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.

The role is responsible for managing standard and low complexity incidents, using readily available information and following standard practices and procedures.

Stakeholder engagement

  • Internal : engage with internal support engineer team, receive instructions, and manage escalation incidents to L2 Support Engineer
  • External : proactively act as first-line remote and onsite technical support for clients (including the analysis, assignment and escalation thereof).
  • Skills and attributes

  • Support Services :
  • Identify and resolve technical problems following agreed procedures.

  • Service Level Management :
  • Proactively monitor and log the actual service provided, compared to that required by service level agreements.

  • Incident Management :
  • Following agreed procedures, identify, register and categorise incidents. Gather information to enable incident resolution and promptly allocate incidents as appropriate.

  • Configuration Management :
  • Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes.

    Work Outputs

  • Ensure operational infrastructure
  • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.

  • Identify problems and errors
  • The L1 Engineer proactively identifies problems and errors and as they occur.

  • Ensure resolution of incidents and requests
  • Investigate first line support calls assigned and identify the root cause of incidents and problems. Ensure the efficient and comprehensive resolution of incidents and requests.

    Escalate to L2 Support Engineer when unable to resolve within the stipulated time and / or with the provided work instructions.

  • Incident management
  • Ensure incidents are updated with progress and resolution details in a timely manner using the appropriate tools

    What would make you a good fit for this role?

    Education required

  • High school or associates degree (diploma) or equivalent experience
  • Certifications required

  • Cisco Certified Network Associate - Routing and Switching (CCNA-R / S)
  • Work experience required

  • 0-2 years’ work experience
  • 0-1 years’ experience required in network administration and Monitoring Services within a medium to large ICT organisation.
  • Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.
  • e. Network, Storage, Security etc)

    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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