Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
With over 35 years’ experience in managing contact centre operations across the globe, we are proud of our ability to deliver real business value through our exceptional people, best practice models, process and leading technologies.
We are also backed by Dimension Data - a global IT service specialist and solution provider, and NTT - one of the world's largest telecommunication companies in the world.
Our purpose is to make every person we come in contact with experience the exceptional and we believe in creating sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.
Want to be part of our team?
The Service Delivery Support Engineer (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.
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 as prescribed by Dimension Data procedures.
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.
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.
Service Delivery Support Engineers (L3) that are required to strictly comply with all processes and procedures as prescribed by Dimension Data and the client when relevant.
Service Delivery Support Engineer (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.
What would make you a good fit for this role?
We want people like you! The passionate kind. People who live, think and deliver exceptional. If you're ready to take the next step in your career, then look no further!
Diversity in Merchants
Merchants 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.