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  • Call Centre Escalations Agent

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

    Below is the requirement

    • 2 years helpdesk/call centre experience
    • Matric and or Tertiary qualification
    • Ability to handle escalations relating to any procedures and processes on the services and products offered
    • Minimum 2 year experience, understanding and enforcement of SLA adherence
    • Working knowledge of CRM tools
    • Basic network understanding
    • Understanding of websites advantageous
    • Knowledge of MS Office with intermediate to advanced knowledge on Excel
    • ISP experience advantageous
    • Problem solving abilities
    See more

    SalaryMarket Related

    Work TypeContract

  • Inbound Technical Customer Service Representative

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

    Below are the requirements 

    • Proven Product Knowledge and experience in an ADSL/Wireless environment
    • 2 years inbound call centre experience
    • Valid matric 
    • Thorough Understanding of internet and email.
    • Basic knowledge of computer hardware and software.
    • Knowledge of operating systems, e.g. Windows 95, 98, Me, 2000, XP, Vista, Windows 7 and MAC
    • IT qualification will be an advantage (A+ Course/MCDST preferable)
    See more

    SalaryR10 000 p/m

    Work TypeContract

  • Technical Service desk Agent

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

      JOB PURPOSE

      The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

      Below are the requirements

    • 2 years Technical experience
    • Valid Matric
    • Proven product knowledge and experience in an ADSL/Wireless and FTTH environment
    • 2 years call centre experience
    • Thorough understanding of the internet and email.
    • Basic network understanding, websites as well as servers
    • Knowledge of MS Exchange, MS Office
    • IT qualification will be advantageous (A+ Course/MCDST preferable)
    • Experience in the support of connectivity (Dial, ADSL, Wireless

    See more

    SalaryMarket Related

    Work TypeContract

  • Problem Manager

    Merchants Recruitment

    on 2019/10/03

    Salt River, Western Cape

    JOB PURPOSE

    The purpose of the position is to perform the Service Delivery Management function, using the Service Now tooling.

    Key Performance Areas:

    Client / Customer Service

    Manage and conduct the governance, facilitation and control of Incident, Problem, Change and Service Level Management functions

    Chair the Change Post Incident Review (CPIR) and document creation within 48 hrs of incident resolution

    Chair the Post Incident Review (PIR) and document creation within 48 hrs of incident resolution

    Create Service Resumption reports within 3 days of a Major Incident

    Create root cause analysis (RCA) documentation within 10 working days of a Major Incident, or RCA request

    Service Level Management monitoring and reporting on adherence to client service levels

    Proactive identification of risk of Service Level breaches

    Reactive reporting on Service Level breaches that have occurred

    Chair the Daily Service Review (DSR)

    Monitoring performance of various resolver groups and / or 3rd parties

    Problem Management:

    Responsible for managing the lifecycle of all problems and to prevent incidents from happening and minimize its impact. Maintain information about Known Errors and Workarounds.

    Proactive Problem Identification to improve overall availability of services.

    Problem Categorization and Prioritization to record and prioritize problems.

    Problem Diagnosis and Resolution to identify the underlying root cause of problems and initiate appropriate problem solutions.

    Problem and Error Control to monitor outstanding problem process statuses in order to introduce corrective measures.

    Problem Closure and Evaluation to ensure that the Problem Record contains a full historical description and Known Error Records are updated.

    Major Problem Review to review the resolutions of problems in order to prevent recurrence. To verify whether problems marked as closed have been eliminated.

    ITIL Problem Management Reporting to ensure that other Service Management processes and IT Management are informed of outstanding problems; their processing-statuses and existing Workarounds.

    Operational Efficiencies:

    Responsible for managing the lifecycle of all problems, i.e. prevent incidents from happening and to minimize the impact of incidents that cannot be prevented

    Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities

    Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work

    Brings any out-of-line situations to the attention of management, including equipment failure

    Captures all customer details and data relevant to the call or service intervention efficiently and accurately

    Adheres to all Call Centre Policies, Procedures, Codes of Conduct and legislative requirements

    Resolves all functions within acceptable time frames

    Knowledge:

    BTech highly advantageous

    7-8 years’ experience in Customer Service / Call Centre / Service Desk

    ITIL foundation certified

    Skills:

    Oral and written communication skills (L3)

    Problem Solving (L2)

    Customer service orientation (L3)

    Planning and organising (L3)

    Attention to detail

    Attributes:

    Assertive

    Resilience

    Initiative

    Proactivity

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    SalaryMarket Related

    Work TypePermanent

  • Service Delivery Manager

    Old Mutual

    on 2019/10/02

    Cape Town, Western Cape

    Role overview

    This role is responsible for delivery of a variety of IT services to support business objectives and is individually accountable for achieving results through others, over periods of 3 months to a year. The IT Manager's business portfolio is smaller than that of a Senior IT Manager. The successful candidate will form part of the Old Mutual Emerging Markets Capability Cluster IT Delivery.

    The incumbent will be responsible for the management of the service delivery lifecycle within the Wealth IT delivery teams.

    He/she will have to collaborate with business stakeholders and IT interfaces, to creating solutions that are synergistic to the Wealth platform. The incumbent will also apply subject matter expertise to identify, develop, and implement techniques to improve engagement productivity, increase efficiencies, mitigate risks, resolve issues, and optimize cost savings and efficiencies for each client.

    Key Result Areas 

    • Accountable for the efficient operation of the area.
    • Provides thought leadership (operational and tactical focus) in areas of responsibility.
    • Manages various stakeholders in areas of responsibility.
    • Responsible for infrastructure management in areas of responsibility.
    • Responsible for change management around IT Implementations and upgrades
    • Responsible for clear and effective communication to team and business.
    • Provides technical consulting services where required.
    • Accountable for financial management in areas of responsibility.
    • Oversee Management and delivery of Projects.
    • Responsible for people management – includes talent management, change leadership.Ensures continuous service improvement.
    • Ensures systems security.
    • Responsible for aligning technology and technology support to business needs

    • GENERIC KEY RESULT AREAS
    • Budget Control
      • Responsible for the financial management of the area, including budget setting and expense and income monitoring.
    • IT Solution Delivery Management
      • Actively demonstrate proactive resource planning and demand management capabilities.
        • Project gates - collaborate with the Business and Delivery partners to understand the business strategies and priorities and articulate the scope, business outcomes and targeted roles that will benefit from the investment. Collaborate with the Delivery and Business Partners to optimize the project schedule/scope.
        • User Acceptance Test - Engage as SME’s during the User Acceptance Test to validate the business requirements in the pre-production environment.
        • Change Management - Champion the change management plan by collaborating with business partners and IT to prepare for adoption and realize business value.
        • Team Effectiveness
        • Accountable for others' time, task and output quality.
        • Balances own priorities with directing and motivating others.
        • Creates a climate for optimal performance.
        • Guides and directs staff to achieve operational excellence standards.
        • Individually accountable for customer/client service delivery through efforts of a team.
        • Manage individual and team performance.
        • Plans and assigns work over the applicable period.
        • Selects potential staff to sustain customer/client service delivery.
      • Vendor & Contract Management
        • Manages the relationship between service providers and Old Mutual, including negotiations, contractualisation, service and support (SLAs).
        • Responsible for IT Contracts Management.

      Requirements: Skills, Qualifications

      • Matric, plus relevant 3 year degree/diploma qualification.
      • 5 – 7 years relevant IT work experience.
      • ITIL Certification essential
      • Must have 3-5 years management experience in an IT application environment.
      • Must have working knowledge of financial management.
      • Must have working knowledge of Project Management.
      • Building Customer and Partner Relationships - establishing and maturing relationships across multiple teams.
      • Confidence - Takes ownership of challenging situations that require engagement with stakeholders. Engages stakeholders to drive positive outcomes.
      • Keep abreast of best practice within the IT sector and must drive Innovation in the team
      • Investment business experience is advantageous
      • Must have SDLC (System Development Life Cycle) Knowledge and Experience
        • OR
      • Must have either Software Development or Business Analysis background
        • AND
      • Must have IT Demand Management and IT Delivery Management experience

      Competencies

      • Leading with influence
      • Innovation(Perspective)
      • Execution
      • Strategic
      • Personal Mastery (Learning)
      • Collaboration (Relating)
      • Customer First


      See more

      SalaryMarket Related

      Work TypePermanent

    • Senior Analyst Programmer

      Old Mutual

      on 2019/10/02

      Cape Town, Western Cape

      Role overview:

      Accountabilities for this role include Strong Development skills, systems analysis, interpreting and executing test plans. The incumbent is individually accountable for achieving results through own efforts.

      • Works closely with solution architect and business analyst to fashion out the technical vision for applications in the Identity and Access Management space.
      • Focuses on technical and business feasibility of a solution and ensure that it fits within well-established patterns and guidelines laid down by the solution architect.
      • Role includes coding, implementations, testing and system enhancements.
      • Also includes providing higher technical and programming support
      • Co-ordinates time and priorities to ensure that goals are met
      • Ability to understand big picture in which business operates
      • After Hours Standby is required for this Function
      • Have a good working relationship with users, business analysts and other technical staff
      • Works with little or no supervision
      • Advises management on best practices and design of new enhancements
      • Coaches junior staff members

      Key Result Areas :
      Personal Effectiveness

      • Accountable for service delivery through own efforts with only limited supervision.
        • Individually accountable for managing own time, tasks and output quality for periods of up to 6 months.
        • Makes increased contributions by broadening individual skills.
        • Collaborates effectively with others to achieve personal results. Accepts and lives the company values

      Specifications Development

      • Assists with analysis and design of new Web applications and databases.
      • Develops technical specifications / program specifications and systems documentation.
      • Responsible for systems analysis functions.
      • Advises management on effective applications, covering areas such as maintenance, support, interface and data management requirements.
      • Provides sizing and scoping for development work required.
      • Designs & documents technical specifications/program specifications.

      System Testing

      • Assists solution construction including programming, systems testing and correction of programme models. Accountable for Drafting and Execution of Unit Testing plans, Assists in developing test plans in conjunction with Senior Analyst Programmer or Business Analyst.

      System Programming

      • Develops, tests and implements new systems and system changes in accordance with agreed coding standards and principles.
      • Provides development solutions, which maintain the technical integrity of the solution. Performs data conversion.
      • Documents system features and functionality. The above is done under limited supervision.

      Quality Management

      • Ensures technical integrity of the solution.
      • Ensures that all system changes align with coding standards and principles

      Coaching

      • Mentors Programmers and Analyst Programmers through the development life cycle.

      Requirements: Skills, Qualifications and Experience required:

      • Matric, with an IT programming qualification.
      • Excellent problem solving and analytical skills.
      • Enterprise Integration experience advantageous.
      • OO design and development experience (at least 6 years’ experience) using ASP.Net, C#.Net, Web Services, XML , MQ.
      • Agile Software Development methodology, Team Foundation Server and Continuous integration advantageous.
      • Good client/server understanding (COM/COM+) Good practical understanding and experience of XML, UML & industry standards/trends related to the integration environment.
      • Practical experience in high volume capacity planning & performance tuning.
      • Ability to deliver as per agreed time standards and work under stress
      • Excellent verbal and written communication skills
      • Good system modelling skills will be an advantage.

      Competencies

      • Collaboration (Relating)
      • Customer First
      • Execution
      • Innovation (Perspective)
      • Leading with Influence
      • Personal Mastery (Learning)
      • Strategic


      See more

      SalaryMarket Related

      Work TypePermanent

    • Senior Network Engineer Wireless

      Employing company Dimension Data recruiting partner Merchants Recruitment.

      on 2019/09/30

      Cape Town, Western Cape

      Looking for the next step in your career? Enjoy a challenge?  Do you have an ambition for innovation? Want to make a difference?

      If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.  You will work with some of the leading world brands across the Fortune 100 and  Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

      You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.

      Want to be part of our team?

      The primary responsibility of the Senior Engineer is to provide technical support to Dimension Data clients. This includes remotely supporting clients within Service Level Agreements (SLAs) to install and configure software and hardware, resolve incidents, perform root cause analysis and adhere to any related processes such as change management. The Senior Engineer is involved in more complex environments for installation, configuration and fault management.

      What you'll be doing

      Ensure client satisfaction

      Senior Engineers work closely with clients, displaying good client engagement skills and engaging at a high level of professionalism. They are required to interact with clients on site to meet complex requirements of a solution. Problems and issues that cannot be resolved are escalated to the relevant third parties.

      Compile and Maintain project administration

      The individual demonstrates project management and administration ability. They write reports and proposals and project documentation.Senior Engineers assist with the documentation of standard operating procedures relating to installations and fixes.

      Act as a mentor

      The Senior Engineer displays leadership and team management ability and delegates lower complexity tasks to engineers and technicians. They assume responsibility for the co-ordination of the activities of the engineers, in line with performance targets. They lead by example and monitor the quality of engineer's and technician's work when required. Mentorship of engineers and technicians is expected on this role.

      Execute installations

      Senior Engineers have good project skills which are demonstrated in the execution of installations and other assignments. Project certification and the understanding and adoption of Dimension Data's Primer methodology, is encouraged.

      Provide telephonic, remote and on-site support to clients

      The individual demonstrates good administration ability in the form of proposal and report writing, and general project documentation development. The individual may be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.

      Act on specialist knowledge

      The Senior Engineers are expected to take ownership of relevant technologies according to domain or specialization.

      Behavioural skills

      As corporate citizens they are good team players and exhibit the required level of management skills required from junior level managers. He or she practices two-way communication and listens to understands other’s point of view.

      The individual displays a good understanding of business principles. At this level, individuals are included in higher complexity design work, with input to the design expected.

      These individuals are client focused and display a proactive approach to solving problems. They work well under pressure and demonstrate the ability to work within a support team, contributing to their success.

      Education required

      • Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

      Certifications required

      • CCNP R/S
      • CCNP Wireless
      • CCIE Wireless (written at least)
      • Eakhau advantageous
      • Airmagnet advantageous
      • ISE abd CMX advantageous

      Work experience required

      • 4+ years’ work experience in Cisco Routing and Switching and Wireless (CCNP)
      • Experience in Eakhau or Airmagnet
      • Strong troubleshooting and documentation skills
      • ISE and CMX experience and skills advantageous

      The successful candidate must have the relevant certifications and a

      The Engineer is expected to gain certifications relevant to services supported. Certifications carry additional weight on candidate’s qualification for the role.

      What would make you a good fit for this role?

      Join our growing global team and accelerate your career with Dimension Data. Apply today.

      Diversity in Dimension Data

      Dimension Data 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.

      See more

      SalaryMarket Related

      Work TypePermanent

    • Services Desktop Engineer L2

      Employing company Dimension Data recruiting partner Merchants Recruitment.

      on 2019/09/30

      Cape Town, Western Cape

      Looking for the next step in your career? Enjoy a challenge?  Do you have an ambition for innovation? Want to make a difference?

      If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.  You will work with some of the leading world brands across the Fortune 100 and  Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

      You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.

      Want to be part of our team?

      The role is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The Engineer (L2) focuses on second line support for incidents and requests with medium to high level of complexity

      What you'll be doing

      Stakeholder engagement

      • Internal: engage with internal Service desk and L1 services engineering team for any support related issues, provide assistance, instructions and general direction to L1 engineers and manage escalation of incidents to L3 teams or 3rd party vendors aligning to agreed SOPs for all such engagements. Provide updates to cross functional services or client advocacy on incidents / tickets that require their attention
      • External: proactively act as first-line technical support for clients (including the analysis, assignment and escalation thereof).

      Skills and attributes

      Managed Services:

      Identifies and resolves technical problems and fulfills requests following agreed procedures. Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents. Plans and carries out agreed maintenance and proactive tasks and fulfills requests as required. Works with L1 and L3 engineering teams for changes, capacity, continual service improvement, identifying opportunities to increase efficiencies.

      Service Level Management:

      Proactively monitors the ticket queues along with consistent updates of the tasks completed to confirm the resolution of incidents or completion of requests within agreed SLAs. Monitors work queues (for example: Incident, Request, Problem) to ensure tasks are completed within agreed SLA.  Tracks work queues and escalates to Team / Tech Leads for any possible SLA breaches.

      Incident Management:

      Follows work instructions / SOPs along with inherent technical capabilities to identify, analyze, diagnose and resolve incidents and requests.  Interacts with client to gather additional info to enable faster resolutions of incidents / requests. Actively analyses incidents / requests to produce knowledge articles enhancing knowledge base as quick referral for Service Desk and L1 teams increasing First time resolutions. Actively contributes and works with automation teams for effort optimizations and automating routine tasks.

      Configuration Management:

      Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes. Identifies root cause of non-compliant configuration items and takes ownership to remediate. Also ensure no unauthorised changes are executed on the CI.

      Problem Management:

      Investigates and analyses the tickets, processes and logs problem tickets for solution / permanent fix. Actively contributes to the problem management process and takes ownership for problem tickets assigned to him / her. Engages and work with L3 engineering team for appropriate decisions and work for implementation of the necessary corrective and preventive actions

      Teamwork:

      Actively collaborates with local and global teams for effective working. Adapts to global work culture and coaches junior team members and also L1 engineers and Service Desk teams. Actively networks with CoEs and cross functional teams. Participates in all team events and organisation initiatives.

      Work Outputs

      Monitor operational infrastructure

      The Engineer  takes the lead in establishing monitoring for client infrastructure. They leverage standard tools and processes to respond and resolve incidents and requests in a timely manner meeting agreed SLA.

      Identify problems and errors

      The Engineer  proactively identifies problems and errors before they impact a client’s service. They log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders, including client’s IT team, vendors, carriers and necessary Dimension Data functions to expedite diagnosis of errors and problems and to identify a resolution or provide a recommendation.

      Incident management

      As required, the Engineer  will take responsibility receiving calls and incidents at the services desk. They assist in the analysis and resolution or assignment of a ticket.  Actively communicates with all internal teams, client or vendor for all troubleshooting tasks, with consistent updates to tickets on the progress and resolution. Resolves most of the incidents, actively seeks support from L3 and SME for major and complex tickets.  Leads and manages all initial client escalation for operational issues.

      Change management

      Actively contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals.

      Knowledge management

      The Engineer  will actively apply knowledge articles for routine activities. Actively contributes in creating and updating knowledge articles. Produces knowledge articles / work instructions for the tasks to be performed by Service Desk & L1 teams to enhance first call resolution rates.

      Quality Management

      The Engineer Engineer audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. Produces trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort. They plan and execute approved maintenance activities

      Stakeholder engagement

      • Internal: engage with internal Service desk and L1 services engineering team for any support related issues, provide assistance, instructions and general direction to L1 engineers and manage escalation of incidents to L3 teams or 3rd party vendors aligning to agreed SOPs for all such engagements. Provide updates to cross functional services or client advocacy on incidents / tickets that require their attention
      • External: proactively act as first-line technical support for clients (including the analysis, assignment and escalation thereof).

      Skills and attributes

      Managed Services:

      Identifies and resolves technical problems and fulfills requests following agreed procedures. Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents. Plans and carries out agreed maintenance and proactive tasks and fulfills requests as required. Works with L1 and L3 engineering teams for changes, capacity, continual service improvement, identifying opportunities to increase efficiencies.

      Service Level Management:

      Proactively monitors the ticket queues along with consistent updates of the tasks completed to confirm the resolution of incidents or completion of requests within agreed SLAs. Monitors work queues (for example: Incident, Request, Problem) to ensure tasks are completed within agreed SLA.  Tracks work queues and escalates to Team / Tech Leads for any possible SLA breaches.

      Incident Management:

      Follows work instructions / SOPs along with inherent technical capabilities to identify, analyze, diagnose and resolve incidents and requests.  Interacts with client to gather additional info to enable faster resolutions of incidents / requests. Actively analyses incidents / requests to produce knowledge articles enhancing knowledge base as quick referral for Service Desk and L1 teams increasing First time resolutions. Actively contributes and works with automation teams for effort optimizations and automating routine tasks.

      Configuration Management:

      Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes. Identifies root cause of non-compliant configuration items and takes ownership to remediate. Also ensure no unauthorized changes are executed on the CI.

      Problem Management:

      Investigates and analyses the tickets, processes and logs problem tickets for solution / permanent fix. Actively contributes to the problem management process and takes ownership for problem tickets assigned to him / her. Engages and work with L3 engineering team for appropriate decisions and work for implementation of the necessary corrective and preventive actions

      Teamwork:

      Actively collaborates with local and global teams for effective working. Adapts to global work culture and coaches junior team members and also L1 engineers and Service Desk teams. Actively networks with CoEs and cross functional teams. Participates in all team events and organisation initiatives.

      Work Outputs

      Monitor operational infrastructure

      The Engineer takes the lead in establishing monitoring for client infrastructure. They leverage standard tools and processes to respond and resolve incidents and requests in a timely manner meeting agreed SLA.

      Identify problems and errors

      The Engineer proactively identifies problems and errors before they impact a client’s service. They log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders, including client’s IT team, vendors, carriers and necessary Dimension Data functions to expedite diagnosis of errors and problems and to identify a resolution or provide a recommendation.

      Incident management

      As required, the Engineer ( will take responsibility receiving calls and incidents at the services desk. They assist in the analysis and resolution or assignment of a ticket.  Actively communicates with all internal teams, client or vendor for all troubleshooting tasks, with consistent updates to tickets on the progress and resolution. Resolves most of the incidents, actively seeks support from L3 and SME for major and complex tickets.  Leads and manages all initial client escalation for operational issues.

      Change management

      Actively contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals.

      Knowledge management

      The Engineer will actively apply knowledge articles for routine activities. Actively contributes in creating and updating knowledge articles. Produces knowledge articles / work instructions for the tasks to be performed by Service Desk & L1 teams to enhance first call resolution rates.

      Quality Management

      The Engineer audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. Produces trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort. They plan and execute approved maintenance activities

      Education required

      • Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

      Certifications required 

      • A+
      • N+
      • MCSA/MCSE/Microsoft Technology Associate (Infrastructure)
      •  CCNA
      • ITIL (v4 preferable)

      Any of the above certifications is a plus. Engineer is expected to gain certifications relevant to services supported. Certifications carry additional weight-age on candidate’s qualification for the role.

      Work experience required

      • 3-4 years of relevant managed services experience in IT and Networking Environment with a specific focus on Desktop Support and Infrastructure Maintenance and troubleshooting
      • Strong client service orientation and passion for achieving or exceeding expectations
      • Excellent written and verbal communication skills
      • Strong inter-personal skills with the ability to effectively communicate
      • Able to manage difficult situations and personalities in a calm and rational manner; able to effectively respond to queries and deal with complaints
      • Organised, meticulous and systems oriented, able to multitask and priorities effectively
      • A flexible, self-driven individual who is able to work autonomously while maintaining open channels of communication with a team
      • Team orientated and customer-focused person with a calm disposition, able to stay levelheaded in stressful situations and lead under pressure
      • A valid driver’s license and car is essential

      What would make you a good fit for this role?

      Join our growing global team and accelerate your career with us. Apply today.

      Diversity

      We are 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.

      See more

      SalaryMarket Related

      Work TypePermanent

    • Senior Project Manager

      Employing company Dimension Data recruiting partner Merchants Recruitment.

      on 2019/09/30

      Port Elizabeth, Eastern Cape

      Looking for the next step in your career? Enjoy a challenge?  Do you have an ambition for innovation? Want to make a difference?

      If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.  You will work with some of the leading world brands across the Fortune 100 and  Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

      You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.

      Want to be part of our team?

      The primary responsibility of the Senior TS Project Manager will be to interface with all project stakeholders to take projects from original concept through to final implementation, including handing over to Operations.

      What you'll be doing

      Provide pre-sales support

      There is an expectation for the Senior TS Project Manager to engage with the Pre-Sales & Sales teams in order to adequately scope and cost project solutions. The pre-sales scoping of the project would involve the completion of a proposal that includes the detailed task schedule, resource allocation and cost breakdown.

      Identify opportunities

      During project delivery or client engagement, the Senior TS Project Manager is expected to identify opportunities and influence the sale by conducting a business conversation with the client and positioning Dimension Data’s consulting and Technical services offerings.

      Manage project delivery

      The Senior TS Project Manager ensures that the project delivers the as-sold solution, remains within baseline budget and is delivered on time, while achieving quality criteria and maintaining client satisfaction. This individual will manage delivery of the project according to the PMBOK knowledge areas and in line with Dimension Data’s Primer methodology. This includes rigorous project scope control and management of change variations. They also communicate with key stakeholders regarding the status of their projects.  Project set-up, resources and operations are efficiently managed, possibly with the assistance of the Project Coordinator or Project Administrator.

      Ensure client satisfaction

      The individual manages client satisfaction, commitment and expectations to high service levels and manages escalations adequately. They act as the single point of contact between Dimension Data and the client whilst taking accountability for all escalations relating to the project. These individuals also ensure that the Project team displays the right level of client engagement.

      Project team management

      The individual needs to be able to lead teams effectively within a matrixed environment. They act as people managers and provide feedback to the relevant line managers. The Senior TS Project Manager ensures that the project team has access to the project management tools and have the general means to perform their role. These individuals will coach and mentor project team members and colleagues.

      Behavioural skills

      As corporate citizens they act as role models to the teams and are personable individuals. They display assertiveness and act as an example when it comes to client satisfaction. The individual possesses advanced communication, influencing and negotiating ability. They display confidence and the ability to manage large teams of people. They are detail focused with problem solving ability. They display the ability to coach and mentor their teams.

      Strong business acumen and a good understanding of general technology concepts are required. The individual works towards advanced project management certification. The individual is an expert in project change management. The individual has an excellent understanding of project life cycles, and takes responsibility for all aspects of the projects. The individual will be required to promote project services to both external and internal clients.

      What would make you a good fit for this role?

      Certifications Required:

      • PMBOK/PMP certification
      • Prince 2 practitioner

      Join our growing global team and accelerate your career with Dimension Data. Apply today.

      Diversity in Dimension Data

      Dimension Data 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.

      See more

      SalaryMarket Related

      Work TypePermanent

    • Junior Client Manager

      Employing company Dimension Data recruiting partner Merchants Recruitment.

      on 2019/09/26

      East-London, Eastern Cape

      Looking for the next step in your career? Enjoy a challenge?  Do you have an ambition for innovation? Want to make a difference?

      If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.  You will work with some of the leading world brands across the Fortune 100 and  Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

      You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.

      Want to be part of our team?

      The primary responsibility of the Client Manager is to take full ownership of his/her assigned accounts. Their key focus is to manage and grow relationships to drive land, expansion and renewals across all solutions within assigned accounts. They are required to pursue leads identified by aligned lead generation representatives.

      What you'll be doing

      Primary Segment Focus

      • Existing clients
      • New clients

      Secondary Segment Focus

      • New

      Sales Process Involvement

      • Land, Expand & Renew

      Solution Focus

      • Networking, Data Centres, CX & WP, Security, Digital

      Sales time allocation

      • Pre-sales: 30%
      • Engaged selling time: 25%
      • Sales completion: 30%
      • Sales facilitation: 15%

      Client Load

      • Existing clients: 5-10
      • Prospect clients: 10-20

      Sales strategy

      • Existing buyers: Retention (current products) and Penetration (new/different products)
      • New buyers: Conversion (current and new/different products)

      Stakeholder Engagement

      • Internal : Pre-sales, Sales Specialists, Renewals Reps and other internal resources
      • External : Clients, Vendors

      Value Chain Linkage

      • TBC

      Skills and Attributes

      Sales Pursuit

      Effectively identifies and qualifies prospects with little support. Proactively searches for new prospects by conducting market research. Will call on all types of prospects and has established service strong relationships with stakeholders. Identifies clients and buyers with problem the majority of DD solutions can solve. Understands the conditions where client are open or ready to solve the problem with you and actively creates needs into DD opportunities to meet pipeline targets in SFDC. Proactively orders opportunities and balances reactive issues as necessary. Regularly updates and prioritises opportunities for all accounts throughout the year and appropriately allocates sales time between clients and opportunities. Highlights sales process plan risk areas throughout the entire sales process for ongoing monitoring during execution. Works with DD resources to help execute and advance the sales process. Understands the concept of a solution and crafts an ROI-impactful solution with help; Able to co-create solutions with IT buyers. Creates solutions across multiple (2 to 3) solutions where appropriate to design complete solutions that solve stated client problems. Prepares and runs negotiating meetings to achieve an objective. Maintains a neutral distance from conflicts that arise during negotiations. Independently negotiates opportunities and creates proposals that exceed client’s expectations. Can present solutions and close deals with little internal DD help. Understands right time to close by identifying buying signals. Identifies areas for improvement in closing deals. Proactively pursues training and development. Understands and states expectations of all the roles involved in the opportunity and how they work together in the sales process. Holds internal planning sessions before each client visit.

      Client management

      Creates near term (<3 months) plan and executes against strategy. Adapts to challenges and anticipates issues in order to achieve and exceed plans. Understands relevant stakeholders’ relationships to other potential buyers within the client’s organization. Regularly creates and updates client influence maps for all IT and LoB buyers and plans for potential future opportunities for each individual buyer. Regularly updates and prioritises clients throughout the year and appropriately allocates sales time between them. Prioritise client efforts using data analysis based on multiple criteria. Segments clients into sales strategies defined by land, adopt, expand and renew potential. Proactively identifies client and internal issues. Collects information and suggests potential solutions for LoB buyers. Builds strong business relationships with clients to understand business needs, business environment and challenges. Can show strong relationships with 1-2 LoB buyers at each stage. Proactively follows up on majority of client list to ensure satisfaction. Monitors customer problem resolution with the extended team and other appropriate DD personnel to remove revenue risks and ensure customer satisfaction. Highlights plan risk areas for ongoing monitoring during execution. Works with team members who have low performance to create a documented plan with action items and timelines to successfully turn around performance.

      Solution knowledge

      Identifies needs and shows basic DD technology/solution value propositions meeting those needs in later meetings or after research.  Immediately brings in relevant specialists to help communicate more complex solution-specific value propositions to clients. Demonstrates basic understanding of DD technology/solution products and can say how they compare to generic competitive advantage. Shows intermediate understanding of changes in the technology industry through conversations with clients and DD teams. Understands sources of information on technology trends and can identify which information to bring back to a client.  Can discuss technical and support services offerings across a single solution and brings in relevant services specialists whenever the client meets threshold for manages services help. Matches a solution to a DD story / use case for the majority (3-4) of solutions. Brings in other DD internal resources for expertise in other solutions.

      Resource optimization

      Increases internal network to include strong relationships with other DD teams and some other internal business functions (accounting, marketing, sales leadership, etc). Can differentiate between the characteristics of effective and dysfunctional teams. Identifies when team is not working well and creates a documented plan with clear items to steer the team back in the right direction. Has strong working relationships with partners to provide support of clients. Understands how to identify the correct partners and how to use partner resources to increase DD sales volume through vendors.

      Business acumen

      Understands the financial statements and can show the impact of sales results to IT buyers. Brings in help from managers and peers to communicate insights. Understands and works toward most critical success factors for a healthy pipeline (e.g. win rate, client buying process). Holds at least bi-weekly opportunity pipeline review meetings with his/her manager. Proactively builds and executes gap plans if pipeline predicts low sales target achievement. Can successfully identify commercial architecture opportunities. Can independently create high-level commercial architecture models. Relies on help from other internal DD roles only for very complex solutions. Has a basic understanding of the legal aspects of contracting and can create a basic contract for non-complex managed services solutions. Relies heavily on legal help and advice.

      Work Outputs

      Take ownership of clients

      The Client Manager takes ownership of a range of accounts within the assigned segments. This is done by passionately advocating the client requirement, whilst keeping sight of the need to increase revenue and improve margins for Dimension Data. Ideally, Client Managers are vertically structured and their portfolio of accounts are in one or adjacent verticals. The Client Manager is able to determine the best solution requirements for each client that can be deployed by other departments,

      Develop account strategy

      These employees use their engagement skills to establish their account strategy with key stakeholders (focus of power, focus of receptivity, focus of dissatisfaction) in the specific account. They build enduring relationships and display an understanding of the client industry, business environment and strategy to identify current and future opportunities for Dimension Data.

      Ensure client satisfaction

      They drive passionately for client satisfaction throughout the entire lifecycle of the clients’ buying process, by taking ownership for the commercial agreement for each client. They aim to achieve revenue and margin targets and exploit opportunities, whilst displaying notable client service orientation. The Client Manager is required to establish a strong business relationship by becoming a reliable point of contact.

      Generate demand from clients

      They are able to generate demand by assisting clients to identify current needs (turning clients’ implied needs into explicit needs), and then effectively articulate how Dimension Data can add value through the available services and solutions. They leverage their relationship skills and knowledge of the client environment to assist and influence the client at every stage of the buying cycle, and to position Dimension Data favourably compared to competitors. They have the ability to influence and work closely with vendors, partners and internal employees to achieve the required results.

      Develop and grow profitability

      The Client Manager approaches the management of his/her account in a systematic way by identifying and defining the strategy they will use to develop and grow the account profitably.

      Effective use of sales tools and methodologies

      They use Dimension Data’s sales tools (e.g. Salesforce.com) and methodology to effectively manage their accounts, opportunities, pipelines and forecast. As a result, they are able to pursue and select specific deals that will have a profitable result for Dimension Data.

      Ensure governance

      Client Managers develop and/or align governance and compliance policies in own practice area to identify and manage risk exposure liability. They assess, surface and mitigate buyer centric risks that could prove detrimental to the buyer’s credibility or could derail an initiative altogether.

      Ensure financial compliance

      These individuals monitor and control financial governance and compliance throughout an area of specialisation in order to manage financial cost. Client Managers identify who in Dimension Data holds budget authority and actively pursue opportunities to obtain access to the budget. They aim to achieve revenue and margin targets by maximising sales opportunities through connecting client needs with Dimension Data offerings and solutions.

      Next career steps

      • Key Client Manager
      • Senior Sales Specialist

      Education Required

      • General Qualification in Sales (Degree / Advance Diploma)

      Certifications Required

      • Relevant Vendor Certification

      Work Experience Required

      • 4-6 years’ work experience
      • At least 4 years work experience in a Sales environment and or customer service role.
      • Proven ability to use Saleforce.com contact platform
      • Must demonstrate the ability to meet deadlines
      • At least 1 years’ experience in a management position
      • Experience in marketing or advertising (advantageous)

      What would make you a good fit for this role?

      Join our growing global team and accelerate your career with Dimension Data. Apply today.

      Diversity in Dimension Data

      Dimension Data 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.

      See more

      SalaryMarket Related

      Work TypePermanent

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