IT Support Engineer

Do you want to be the person who exceeds your potential?

If you have a desire to succeed and drive your own career, Dimension Data offers you the
opportunity to make that happen.

We’re positioned to lead the change in the biggest transformation that the IT industry has
seen in decades — and we need your talent, skill, and ambitious ideas. As a Global Top
Employer to over 28,000 great people in more than 58 countries, you’ll be work ing with
teams across the world. You’ll be doing great things for our clients and helping them
achieve their business ambitions.

We are currently looking for an IT Support Engineer to support the business in achieving
its strategic objectives.

The IT Support Engineer is the main in-country representative of the European IT

organization. He/she is the interface between the local business organization and IT. In this
structure he/she is the single point of contact for our internal clients (end users) ensuri ng
their IT systems are running fine, allowing them to support Dimension Data’s external
clients.

This includes the installation, configuration and maintenance of the IT infrastructure

systems. The analysis and resolution of incidents and problems in a tim ely and accurate
fashion and the provisioning of assistance to our end users are the other main parts of the
role.

He/she needs to understand the local country’s requirements and ensure they are being
considered in the overall IT strategy and in the coordi nation and prioritization of the IT tasks

He/she will advise the end user how IT can support the business to optimize the outcome of
their work.

What we expect you to do

 Customer relationship: Gather accurate details relating to user queries or

problems, log the calls on IT Europe’s IT Service Management application and
provide technical support by means of telephone, remote or desk side support whilst
always being empathetic to our clients’ ne eds and ensuring we deliver a very high
level of customer service

 Incident Management: Ensure that all reported incidents are logged within IT
Europe’s IT Service Management application, then either resolved in person or
allocated to an appropriate Support Engineer / Specialist to ensure that they are

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solved within the defined SLAs. Once an incident has been resolved the incident
ticket must be closed in accordance with appropriate information being captured.

 Configuration Management: Managing of IT assets like desktops, laptops (end -

user) equipment in our ITSM application ensuring a clean CMDB is maintained.

 End User Provisioning: The setup, change or removal of end user IT equipment.
This includes PCs and end user applications, setup of users on the telephony
systems, etc.

 Support: Provide support to end users to resolve issues in a time ly manner whilst
maintaining a high-level of customer service. We place our clients at the center of
everything we do.

 Working with others: The IT Europe Infrastructure team are multicultural and
operate within a virtual team, building and maintain str ong relationships with your
colleagues is key to our success.

Here's what we are looking for in candidates for this job

 Ability to set the focus of their work to help the client

 Ability to communicate with the clients in a highly professional way

 A team player but also able to work independent, self -organized and self-motivated

 Ability to quickly gather and understand technical problems

 Ability to translate business requirements into technical deliverables

 Interested to learn and to improve themself regularly

 Goal oriented to analyze and solve all requests in the given SLA’s

 Highly proficient in spoken and written English

 A technical education and a minimum of 2 years’ experience in a high performance

IT Support/Helpdesk service

 Knowledge about ITIL and their defined procedures

 Experience in usage of ticketing tools (like Service Now, Siebel etc.)

 Knowledge of current Microsoft W indows desktop and server operating systems

 Knowledge of Microsoft Office suite

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 Knowledge of hardware (Laptops, PC’s, Mobiles) with understanding of servers

 Understanding of Microsoft Active Directory and Microsoft Exchange

 Knowledge of mobile devices (Handhelds)

Desirable:

 Certification as MCSA or MOS

 Knowledge in usage of SCCM / creating of software packages

 Understanding of both wide and local network structures

 Knowledge of Service Now

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, colo ur, sex, religion,
national origin, veteran status, disability, gender identity, sexual orientation, or other
protected category.

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