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Dimension Data - MS Services Engineer L1/L2 OM

 
Dimension Data is a specialist IT Services and Solution provider that helps clients plan, build and support their IT infrastructures.

Dimension Data applies its expertise in networking, security, operating environments, storage and contact centre technologies and its unique skills in consulting, integration and managed services to create customized client solutions.

Founded in 1983, Dimension Data had global revenues of $ 5 billion and operates in worldwide 47 countries with over 20,000 employees.


Dimension Data is looking for the following people to reinforce its Belgium office:

Dimension Data - MS Services Engineer L1/L2 OM

We are currently looking for a “MS Services Engineer L1/L2 - OM” (Operational and Infrastructure Management Software) to support the business in achieving its objectives.

 

 

Job description 

  • As MS Services Engineer (L1 or L2) you will join the existing team to support our clients. This can be via remote connection or occasionally onsite at the customer.
  • Tasks:
  • Follow-up of our customer's incidents and problems until resolution
  • First/second line diagnostics and troubleshooting
  • Follow-up with our ticketing system
  • Escalation call logging and follow-up with vendors and other 3rd party companies
  • Correct escalation procedures on all critical customer calls and requests
  • Liaises with the helpdesk and consultants to ensure Swift resolution of faults
  • You will investigate support calls and identify the root cause of incidents and problems.
  • You provide remote support via mail, phone or remote access and ensure the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.
  • You will take full ownership for managing the incident to resolution within the service level conditions.
  • If needed you report and escalate issues to 3d party vendors. You provide continuous feedback to clients and other parties and update all systems and/or portals as prescribed by Dimension Data procedures.

  

Here's what we are looking for in candidates

  • At least a high school technical degree (preferably in IT)
  • In depth knowledge of IP Networking, Enterprise Application flows and protocols, as well as IP Security knowledge
  • As OM engineer you will focus on products like: EMC Smarts, CA UIM Nimsoft, Cisco Prime, Infoblox (DNS, DHCP and monitoring appliance), Riverbed, Splunk.
  • Knowledge or certification in these areas is considered as an asset.
  • You will work closely with member of other MS teams (security and networking) and your colleagues form the professional service or implementation team
  • Experience with installation and management of Linux (RHEL, CentOS...)
  • Experience with monitoring solutions (SNMP, netflow...)
  • Scripting knowledge (Perl, Python, Shell...)
  • Minimum 2 years' experience in a similar support function
  • Highly proactive and committed
  • Good communication skills, written and orally
  • Customer orientated
  • Good analytical and troubleshooting abilities
  • Strive to meet and exceed SLA's at all times
  • Stress resistant and priority management skills
  • Fluent in French and/or Dutch and a good level of English is required
  • Willing to increase your technical knowledge by self-training
  • Team player

Dimension Data Belgium NV/SA

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