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. 

This role will be based in our Prague office

The role is responsible for providing a professional second-line Avaya 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. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of medium complexity. 

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 ITSM 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

• Avaya - ACIS - Avaya Communication Manager 5.2.1 (ACIS – 6006) Certification would be beneficial
• Fluency in Dutch and English is essential.
• 3+ years’ experience required in Unified Communications administration and Monitoring Services within a medium to large ICT organisation
• Experience (or certification) in supporting clients remotely with any of the following technologies: Nortel, NICE would be an advantage

As you would be essential in supporting clients you would be required to work shifts. Shift hours are from;

1. 6am to 3pm 
2. 9am to 6pm

Our Engineers will be required to work 2 shifts on a roster basis. Off Business Hours (6pm-6am) you will work "on call" for which you will be compensated