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  • 15 - 18 Years
  • Posted : 29 days ago

Job Description:

Technical Support Engineer MS Services Engineering Chennai, India Technical Support Engineer 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, youll 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 eraYoull be part of a team whos passionate about making a difference to the way technology shapes how we live and work whether its protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things

Youll 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 well provide the platform to realise your ambitionsGreat talent Great teams Great work Great opportunities

Want to be part of our team

The role is responsible for providing a 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 MS Services Engineer (L1) focuses on first line support for standard and low complexity incidents

What youll be doing

Stakeholder engagement Internal engage with internal services engineering team, receive instructions, and manage escalation of incidents as necessary following agreed procedures
External proactively act as first-line technical support for clients and monitoring platform (including call handling, ticket creation and logging and the analysis, assignment and escalation thereof)

Value Chain Linkage Managed Services Operations Centre
Managed Services Center of Excellence (CoE)
Managed Services Transition
Managed Services Cross Functional Services

Skills and attributes

Managed Services

Identifies and resolves technical problems and fulfils requests following agreed procedures Uses appropriate and standard tools and procedures to diagnose and resolve incidents Carries out agreed maintenance tasks and fulfils requests as required

Service Level Management

Proactively monitors and confirms the resolution of incidents or completion of requests such that accurate service level measurements are maintained

Incident Management

Following agreed procedures, identifies, registers and categorises incidents Gathers information to enable incident resolution, resolves incidents according to agreed procedures and where necessary promptly allocates incidents to other functions or resolver groups Update knowledge articles to reflect new work instructions or procedures

Configuration Management

Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes

Service Request Management

Apply standard process and procedures to fulfil requests from clients, adhering to service level agreements or operational agreements Route them to the right function, resolver group as necessary Update knowledge articles to reflect new work instructions or procedures

Teamwork

Work effectively as part of a team which may be local or virtual/global

Work Outputs

Monitor operational infrastructure

The MS - Services Engineer (L1) monitors client infrastructure and solutions In this regard they will respond to monitoring events and perform corrective and/or resolution actions or escalated accordingly and/or log as required

Identify problems and errors

The MS Services Engineer (L1) identifies problems and errors prior to or when they occur by monitoring the system He or she will log all such incidents in a timely manner with the required level of detail necessary They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution The MS Services Engineer (L1) will routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction This could include identification of problematic systems in a client environment or regular times certain incidents occur They will either identify potential solutions for reduction/avoidance or seek assistance from L2 team members or other functional teams MS Service Engineer (L1) also flags any repeat incidents or service requests for automation

Incident management

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services
Functional Area : IT Hardware : Hardware Products & Services
Role : H/W Installation/Maintenan ce
Salary : As per Industry Standards
Deadline : 19th Apr 2020

Key Skills:

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