Service Delivery Field Support Engineer (L1)
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 and onsite technical 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, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
Internal : engage with internal support engineer team, receive instructions, and manage escalation incidents to L2 Field Support Engineer or 3rd party vendors as necessary.
External : proactively act as first-line remote and onsite technical support for clients (including the analysis, assignment and escalation thereof).
Value Chain Linkage
Support Services :
Identifies and resolves technical problems following agreed procedures. Uses appropriate and standard tools to collect agreed performance statistics.
Carries out agreed maintenance tasks. Uses and / or applies basic principles, theories and concepts.
Service Level Management :
Proactively monitors and logs the actual service provided, compared to that required by service level agreements.
Incident Management :
Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
Configuration Management :
Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
Problem Management :
Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
Ensure operational infrastructure
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 L1 Field Engineer proactively identifies problems and errors and as they occur. He or she will log all such incidents in a timely manner with the required level of detail.
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
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.
They ensure incidents are updated with progress and resolution details in a timely manner using the ITSM Mobile Apps.
L1 Field Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.
Complete and maintain any shift handover schedules.
Next career steps
Additional certifications (preferred) :
Work experience required
e. Network, Storage, Security etc)
What would make you a good fit for this role?
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.