Network support engineer (l2) german / dutch / french / italian / spanish /

Company Description

Dimension Data uses the power of technology to help organizations achieve great things. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With a turnover of USD billion, offices in 49 countries, and over employees, we deliver wherever our clients are, at every stage of their technology journey. We’re proud to be the Official Technology Partner of Amaury Sport Organization, organizer of the Tour de France, and the title partner of the cycling team, Team Dimension Data for Qhubeka.

Job Description
We are searching for great Network specialists to join our new team in Prague, Czech Republic!!!
This role will accept requests from clients and they perform initial validation on the request by verifying contract information. Upon verification, they ensure the right classification and prioritization assigned to the request. They act promptly according to work instructions and ensure the right escalation to the next resolver group. This role is the first line contact for clients and they play a critical role in offering a professional service experience

Key Responsibilities
1. Monitor infrastructure remotely.
2. Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
3. Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
4. Leverage knowledge articles to investigate and resolve second line support calls assigned
5. Provide remote support to clients.
6. Identify the root cause of incidents and problems. Prepare RCA for business-critical incidents and downtime.
7. Use post mortem template to update post mortem notes after ticket resolution.
8. Follow the three-strike rule to monitor resolved tickets.
9. Participate in daily performance huddles, identify causes of performance shortcomings and provide suggestions for improvement.
10. Perform the role of operations specialist during shift to monitor SLA/ OLA and ensure all measures are taken to avoid breaches.
11. Develop detail work instructions for L1 Engineers to follow and complete requests, process events and resolve incidents.
12. Review the recurring or high impact incidents and manage them through problem management process.
13. Submit change implementation plan with risk assessments and roll-back actions.

Qualifications
• 2+ years experience required in network administration or support
• Experience supporting clients with any of the following technologies: Cisco, BlueCoat, Juniper, F5, Aruba, Nortel, Extrem, Alcatel, Infoblox
• Proficiency in English & any other European language is essential
• Any certifications in the abovementioned technologies would be advantageous

Additional Information
We operate on shifts from 6 am – 6 pm.
Benefits
• Great working atmosphere in an international team
• 5 weeks of vacation
• 3 sick days per calendar year
• Motivating range of salary
• Compensation in the amount of the fixed basic salary for temporary absence to 21 days per year
• Contribution to the pension insurance
• Contribution for public transport
• Over standard health care
• Meal tickets – 100 CZK
• Refreshment (coffee, tea, water on work) for free
• Notebook and mobile phone including data tariff per company standards
• 10% annual bonus based in the target achieved
• Paid referral bonus system

For more information about our company, please visit our official website here https://www2.dimensiondata.com/.

We offer relocation package. The candidate should be eligible to work in Czech Republic (work permit in CR or an EU passport holder required).