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Senior Infrastructure Analyst

NTT

Location: Zephyrhills, FL 33540
Type: Non-Remote
Posted on: September 17, 2020
This job is no longer available from the source.
Senior Infrastructure Analyst
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, youll 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.Youll be part of a team whos passionate about making a difference to the way technology shapes how we live and work whether its protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
Youll 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 well 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 Field Support Engineer (L4) is responsible for providing a professional fourth-line remote and onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive 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 incidents of high complexity.
Radford reference:
Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking. Survey Tip: This job provides customer support. If employee is primarily responsible for applications/systems engineering, match to the appropriate applications/systems engineering position in the Global Sales Survey.
What you'll be doing
Key Roles and Responsibilities:
• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Set policy and develop strategies, plans and processes for the design, monitoring, measurement, maintenance, reporting and continuous improvement of service and component availability
• Investigate fourth line support calls assigned and identify the root cause of incidents and problems. Report and escalate issues to 3rd party vendors if necessary
• Plan arrangements for disaster recovery together with supporting processes and manages the testing of such plans
• Provide remote and onsite technical support to clients and provide field engineering services to clients.
• Construct and update knowledge articles or standard operating procedures (SOP) for use by L3 Field Engineer in diagnosis and resolution
• Ensure that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective
• Review service delivery to ensure that agreed targets are met and prepares proposals to meet forecast changes in the level or type of service
• Review and approve work instructions developed by L3 Field Engineers
• Analyse failed SLA tickets and recommend improvements and mitigation plan
• Ensure that processes are in place for consistent classification and management of CIs, and for verification and audit of configuration records
• Monitor service component capacity and initiate actions to resolve any shortfalls according to agreed procedures
• Constantly create and update knowledge database
• Review and approve knowledge articles created by L3 Support Engineers
• Contribute to the learning and development of L3 Support Engineers
• Review complex changes that involve consideration of overall architecture
• Attend to user satisfaction-related escalations to ensure satisfactory closure
• Report and escalate issues to third-party vendors if necessary, take full ownership for managing the incident to resolution within the service-level conditions
Knowledge, Skills and Attributes:
• Excellent communicate skills, both verbal and written
• Ability to plan activities and projects well in advance, and take into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurised environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
Academic Qualifications and Certifications:
• Advanced degree or relevant qualification in IT/Computing and demonstrated equivalent work experience
• Relevant industry/technical certifications
• Relevant ITIL certification
Required Experience:
• Extensive years of experience required in network/ security/ systems/ storage administration and Monitoring Services within a medium to large ICT organisation
• Demonstrated knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security etc)
What would make you a good fit for this role?
Standard career level descriptor for job level:
Have broad expertise, uses skills to achieve goals in creative and effective ways
Works on significant issues
Creates formal networks involving coordination among groups
Exercises independent judgment in methods, techniques and evaluation criteria to obtain results
May supervise the activities of others
Typically requires extensive related experience with a Bachelors or equivalent degree; or extensive experience and a Masters or equivalent degree; or a PhD or equivalent with moderate experience; or equivalent experience
Join our growing global team and accelerate your career with us. Apply today.
Equal opportunity employer
We are proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.We do not discriminate based on age, race, colour, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?
Join our growing global NTT family and youll be part of the worlds largest ICT company (by revenue). Weve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.
We employ 40,000 people across 57 countries. By bringing together the worlds best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe its key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.
Youll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!
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