The role is responsible for providing a professional second-line remote technical support and 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 medium complexity.
Working at NTTStakeholder engagement
Internal : engage with GDC Service Operations team, receive instructions, and manage escalation incidents to L3 Remote Engineer or 3rd party vendors as necessary.
External : proactively act as second-line remote and technical support and provide remote engineering services for clients (including the analysis, assignment and escalation thereof).
Value Chain Linkage
Skills and attributes
Maintains the support process and checks that all requests for support are dealt with according to agreed procedures. Uses service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate. Identifies and resolves problems following agreed procedures. Uses service assurance software and tools to collect agreed performance statistics. Carries out agreed maintenance tasks. Ensure usage of knowledge articles in problem diagnosis and resolution.
Service Level Management
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions. Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures. Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution through adoption of knowledge articles and promptly allocates incidents as appropriate. Maintains records and advises relevant persons.
Maintains secure configuration, applying and maintaining tools, techniques and processes to identify, track, log and maintain accurate, complete and current information. Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorised change, diversion and inappropriate use.
Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
Maintains knowledge of specific specialisms, provides detailed advice regarding their application and executes specialised tasks. The specialism can be any area of information or communication technology, technique, method, product or application area.
Python, XML, REST API Programming
Ensure operational infrastructure
They respond to, resolve, and escalate incoming technical client issues and requests submitted by phone, e-mail, or our client portal with a focus on superior customer service. The position takes responsibility for the installation, diagnoses and troubleshooting of IT related issues.
Identify problems and errors
The L2 Remote Engineer 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. 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 second line support calls assigned to them and identify the root cause of incidents and problems. 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. They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.
They ensure incidents are updated with progress and resolution details in a timely manner using the ITSM Mobile Apps.
L2 Remote Engineers 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 handover schedules, including but not limited to:
Next career steps
Additional certifications (preferred)
Work experience required