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 50 countries and more than 30 000 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 Service Delivery Support Engineer (L4) / Team Lead is the most senior role in the SD Technical Support family. Their main responsibility is to ensure the provision of a service to clients ensuring 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 Service Delivery Support Engineer (L4) / Team Lead focuses on ensuring all lines of support for complex incidents through the effective management and leadership of a team of Support Engineers.
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 Service Delivery Support Engineer (L4) / Team Lead 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 stakeholders.
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 all line support calls and identify the root cause of incidents and problems to ensure proactive future management.
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 3nd line support team.
Ensure continuous feedback
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 for 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.
Service Delivery Support Engineer (L4) / Team Lead 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.
They act as people managers to a team of Support Engineers, taking responsibility for the operational management of the team, creating and executing plans and reporting on team activities in the required forums.
They also ensure that employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the training and development of their team members.
Service Delivery Support Engineer (L4) / Team Lead are required to strictly comply and ensure compliance with all processes and procedures as prescribed by Dimension Data and the client when relevant.
Service Delivery Support Engineer (L4) / Team Lead are 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.
Their ability to communicate well and to capture all pertinent details when required will contribute to their success.
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.
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