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The Service Delivery Support Engineers (L3) 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. The Service Delivery Support Engineer (L3) focuses on third line support for high complexity incidents.

RESPONSIBILITIES

Monitor infrastructure
They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors
The Service Delivery Support Engineer (L3) 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 with all the necessary. 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.

Ensure continuous feedback
They provide continuous feedback to clients and affected parties and update all systems and/or portals.

Incident management
When required they will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required.
They update incidents with progress and resolution details.

Shift management
Service Delivery Support Engineers (L3) 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 hand hover schedules.

Behavioural skills
Service Delivery Support Engineers (L3) that are required to strictly comply with all processes and procedures of the business and that of a client when relevant. Service Delivery Support Engineers (L3) are also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and short-comings in the current processes and escalate with recommendations.

Their ability to communicate well and to capture all pertinent details when required will contribute to their success.