Trusted listing
Senior Network Engineer
Dimension Data
Lagos, Nigeria
Permanent
Published 1 month ago · Expires 3 weeks from now
Job description
An established company is recruiting for the following position.
Position Overview:
Summary
- Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
- Maintains the support process and ensures that requests for support are handled according to the procedures.
- Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate
- Identify and resolve problems following agreed procedures.
- Carry out agreed maintenance tasks.
- Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
- Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Analyze service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
- Priorities and diagnose incidents according to agreed procedures.
- Investigate causes of incidents and seeks resolution.
- Escalate unresolved incidents and follow up until incident is resolved.
- Provide service recovery, following resolution of incidents.
- Document and close resolved incidents according to agreed procedures.
- Maintain secure, accurate, complete, and current configuration on configuration items (CIs).
- Apply tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
- Remotely investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
- Maintain knowledge of specific specialisms, provides detailed advice regarding their application
- Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members
- Provide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by Dimension ...