Dimension Data

2 weeks ago

Service Delivery Field Support Engineer (L2)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Provide second-line remote and onsite technical support and field engineering services to client infrastructure and solutions. Proactively identify, log, diagnose, and resolve incidents and problems to achieve zero missed SLA conditions, escalating to L3 when needed. Configure and validate client infrastructure and associated software, investigate alerts and root causes, coordinate with stakeholders, and ensure timely incident updates using required platforms and handover procedures.

Location: Anywhere

Workplace: Hybrid

Employment Type: Full time

Job Function: Transportation & Fleet Operations

Seniority: Mid level

Key Responsibilities

•Provide second-line remote and onsite technical support and field engineering services for client infrastructure and solutions.
•Proactively identify, log, and resolve incidents and problems to prevent missed SLA conditions, escalating to L3 when needed.
•Ensure assigned client infrastructure and solution software are configured, installed, tested, and operational according to client requirements.
•Investigate alerts and assigned second-line support calls to identify root causes using knowledge articles and required platforms.
•Track, log, report on, and correct configuration items and changes; coordinate with stakeholders and manage shift handovers for service continuity.

Key Requirements

•Bachelor’s degree (or equivalent) in Information Technology, Computing, or a related field.
•Professional certifications in Data Centre technologies (e.g., Cisco, NetApp, EMC) and Networking technologies (e.g., Cisco, Juniper, Aruba, F5).
•Valid CCNP Collaboration Certification; Microsoft Voice certification (MS700 & MS720) advantageous, and Webex Calling/Webex Contact Centre certification.
•Moderate experience in collaboration technologies (call managers, voice gateways, call recording, scripting, messaging, VOIP/IP telephony) and remote collaboration support.
•Moderate experience diagnosing and troubleshooting, including familiarity with Cisco product stack, SBCs (AudioCodes/Oracle), CUBE(s), and basic network routing and switching.

Education:Bachelor's

Skills:CommunicationActive listeningProblem-solvingAbility to work under pressureClient-focused communication

Certifications:CCNP (DC)Valid CCNP Collaboration CertificationMicrosoft Voice (MS700 & MS720)Valid Webex Calling & Webex Contact Centre certification

Tech Stack:CiscoNetAppEMCCCNP (DC)ONTAppJuniperArubaF5JNCIPACMPCCNP CollaborationMicrosoft VoiceMS700MS720Webex CallingWebex Contact CentreCall managerVoice gatewaysCall recordingScripting

Company Brief

Dimension Data

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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Dimension Data

2 weeks ago

Service Delivery Field Support Engineer (L2)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Anywhere

Workplace: Hybrid

Employment Type: Full time

Job Function: Transportation & Fleet Operations

Seniority: Mid level

Key Responsibilities

•Provide second-line remote and onsite technical support and field engineering services for client infrastructure and solutions.
•Proactively identify, log, and resolve incidents and problems to prevent missed SLA conditions, escalating to L3 when needed.
•Ensure assigned client infrastructure and solution software are configured, installed, tested, and operational according to client requirements.
•Investigate alerts and assigned second-line support calls to identify root causes using knowledge articles and required platforms.
•Track, log, report on, and correct configuration items and changes; coordinate with stakeholders and manage shift handovers for service continuity.

Key Requirements

•Bachelor’s degree (or equivalent) in Information Technology, Computing, or a related field.
•Professional certifications in Data Centre technologies (e.g., Cisco, NetApp, EMC) and Networking technologies (e.g., Cisco, Juniper, Aruba, F5).
•Valid CCNP Collaboration Certification; Microsoft Voice certification (MS700 & MS720) advantageous, and Webex Calling/Webex Contact Centre certification.
•Moderate experience in collaboration technologies (call managers, voice gateways, call recording, scripting, messaging, VOIP/IP telephony) and remote collaboration support.
•Moderate experience diagnosing and troubleshooting, including familiarity with Cisco product stack, SBCs (AudioCodes/Oracle), CUBE(s), and basic network routing and switching.

Education:Bachelor's

Skills:CommunicationActive listeningProblem-solvingAbility to work under pressureClient-focused communication

Certifications:CCNP (DC)Valid CCNP Collaboration CertificationMicrosoft Voice (MS700 & MS720)Valid Webex Calling & Webex Contact Centre certification

Tech Stack:CiscoNetAppEMCCCNP (DC)ONTAppJuniperArubaF5JNCIPACMPCCNP CollaborationMicrosoft VoiceMS700MS720Webex CallingWebex Contact CentreCall managerVoice gatewaysCall recordingScripting

Company Brief

Dimension Data

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn