Job description
Company Description
Dimension Data uses the power of technology to help organisations 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 7.4 billion, offices in 49 countries, and over 30,000 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 Organisation, organiser of the Tour de France, and the title partner of the cycling team, Team Dimension Data for Qhubeka.
It’s a chance to become part of something superior.
The people we are looking for to join our brand new Global Delivery Centre are bold, different, and exceptional. We want people who take a different approach, with a driven attitude, an instinct to go beyond the ticket or challenge in front of them. You’ll be based in Prague – one of Europe’s most exciting, expanding capitals – working within a team of highly skilled colleagues. We are offering training and certification opportunities to ensure that we continue to deliver outstanding services across countries and clients; at the same time, this gives you a chance to broaden your skills and capabilities and be amongst the best in the industry.
Job Description
The role is responsible for providing a professional second-line technical support service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. The role is responsible for managing incidents of medium complexity
Key Responsibilities:
Provide remote technical support to clients.
Identify root cause of incidents.
Ensure resolution of incidents and service requests.
Participate in performance reviews, identify causes of performance shortcomings and provide suggestions for improvement.
Review the recurring or high impact incidents and manage them through problem management process.
Qualifications
- 2+ years experience required in unified communications (voice) administration or support
- Experience supporting clients with any of the following technologies: Cisco Call Manager, Polycom, Tandberg, Alcatel, Audiocodes, Microsoft Lync / Skype for Business
- Proficiency in English & Spanish is required
- Any certifications in the abovementioned technologies would be advantageous
Additional Information
Core business hours will run between 6am – 6pm, you will be required to work an 8 hour shift scheduled during these operating hours. The team will then share the responsibility of providing support to clients outside of these core hours on an ‘on call’, rostered basis and for which you will be compensated
Benefits
- Great working atmosphere in an international team
- 5 weeks of vacation
- 3 sick days per calendar year
- Compensation of salary for temporary incapacity to work beyond the statutory wage 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
- Refreshment (coffee, tea, water on work) for free
- Notebook and mobile phone including data tariff per company standards
