Service Delivery Field Support Engineer

106 Centre Point Building, Phu Nhuan, Ho Chi Minh
See map
5 days ago

Top 3 Reasons To Join Us

  • Oversea training & company trip
  • 15 Annual leave along with other special leaves
  • English speaking solely

The Job

Job Description

- Ensure operational 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 L1 Field Engineer proactively identifies problems and errors and as 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

Investigate first line support calls assigned and identify the root cause of incidents and problems. Ensure the efficient and comprehensive resolution of incidents and requests. Escalate to L2 Support Engineer when unable to resolve within the stipulated time and/ or with the provided work instructions.

- Incident management

They ensure incidents are updated with progress and resolution details in a timely manner using the ITSM Mobile Apps.

- Shift handover

L1 Field Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. Complete and maintain any shift handover schedules.

Next career steps

Service Delivery Field Support Engineer (L2)

Your Skills and Experience

Education required

  • High school or associates degree (diploma) or equivalent experience

Certifications required

  • CCNA

Additional certifications (preferred):

  • Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)
  • Cisco Certified Network Professional - Wireless (CCNP-W)
  • Cisco Certified Network Professional - Security
  • Check Point Certified Security Expert (CCSE)
  • Certified Partner SE - Security
  • Cisco Certified Network Professional - Data Center (CCNP-DC)
  • Blue Coat Certified Proxy SG Professional
  • Cisco Certified Network Professional - Voice (CCNP-V)

Work experience required

  • 0-2 years’ work experience
  • 0-1 years’ experience required in network/ security/ systems/ storage administration and Monitoring Services within a medium to large ICT organisation.
  • Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security etc)

Why You'll Love Working Here

Global Top Employer Brandname:
 

  • Dimension Data Group belongs to NTT Group, one of the biggest Telecommunication and IT corporations in the world (65/ Fortune 500)
  • Dimension Data Vietnam is the fasted growing company in APAC
  • Dimension Data Vietnam was the Top 3 Performing 2018

Culture:
A good mix of Western and Japanese working culture

Benefits:
 

  • Opportunities to go on company trips to Europe, Australia and SEA Countries
  • Opportunities to go on oversea training
  • Global medical insurance
  • Death & disabilities insurance
  • Corporate access to famous Online learning platform (Corusera, Microsoft Learning, Linkedin Learning,  Talk Python Training, Mindtools....)
  • Events for teambonding and family day
  • Creative & young working space
  • 15 Annual leaves minimum
  • Fixed bonus: 13th-month salary
  • Other bonus: depend on roles
  • Annual company trip