1st Line Support Engineer- Video
dimension data
Prague, Czech Republic
před 1 dnem

1st Line Support Engineer- Video

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 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.

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?

1st Line Support Engineer- Video provide a service to clients to ensure 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. 1st Line Support Engineer- Video focuses on first line support for standard and low complexity incidents.

What you will be doing :

  • Accountable for all 1st line client communications via means of video, telephone and email.
  • Resolution of all Tier 1 Video incidents within agreed SLA’s.
  • Perform checks on endpoints and infrastructure, proactively and reactively based on monitoring tooling.
  • Schedule, operate and monitor concierge bookings.
  • Responsibility of all client updates on Tier 1
  • Incidents.
  • Working within VNOC / GSC internal OLA’s on all incidents.
  • Ownership of incidents with carriers on hosted client incidents ensuring resolution within SLA’s.
  • Performing release management across hosted and client video networks.
  • Working within VNOC change management processes, performing standard VNOC changes.
  • Work within Vendor escalation process ensuring they are dealt with within a timely manner.
  • Dispatching field engineers to site along with replacement spares.
  • Conducting hosted service activation on new client endpoints into the Dimension Data Managed Service for Visual Communication.
  • Technical Transition of new endpoints.
  • Required Work Experience :

  • interest in IT
  • 1 year working experience - technical support / IT support
  • English - written and spoken (minimum C1)
  • experience with videoconferences is a plus
  • customer facing skills
  • What we offer :

  • 10% yearly bonus
  • 5 weeks of vacation
  • 3 sick days per year
  • Notebook and mobile phone
  • Meal vouchers
  • Contribution to the pension insurance
  • Contribution to public transport
  • Over standard healthcare
  • Refreshment for free (coffee, tea, water on work)
  • 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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