Ms Engineer- Datacenter
Want to be a part of our team? The DC Engineer (L1) is an entry level position in the DC Engineers job family. Under the guidance of more senior DC Engineers, they provide 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 DC Engineer (L1) focuses on first line support for standard and low complexity incidents and maintains the data centre environmental and monitoring equipment.
Working at NTT
They ensure 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.
Identify problems and errors
The DC Engineer (L1) identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail with all the 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.
Ensure resolution of incidents and requests
They investigate first line support calls assigned to them and identify the root cause of incidents and problems. They 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. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.
Where necessary, they escalate requests and exceptions to the 2nd line support team.
They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.
When required they will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required.
They update incidents with progress and resolution details.
DC Engineers (L1) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift hand hover schedules.
The DC Engineer (L1) is also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and short-comings in the current processes and escalate with recommendations.
DC Engineers (L1) that are required to strictly comply with all processes and procedures as prescribed by Dimension Data and the client when relevant. Their ability to communicate well and to capture all pertinent details when required will contribute to their success. They are able to multi-task and demonstrate good client service orientation. These individuals have good problem solving skills in datacentre related operations.
What will make you a good fit for the role?
Standard career level descriptor for job level:
Develops professional experience
Applies policy and procedures to solve variety of issues
Problems are moderate in nature
Build productive internal and external working relationships
Receives general instructions on routine work
Receives detailed instructions on new work
Typically needs a Bachelors or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience