Want to be a part of our team?Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in , it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.JOB SUMMARY:The Dedicated Solutions Support Engineer specializes in advanced troubleshooting, maintenance, as well as proactive & reactive support for Enterprise Clients and acts as an advocate for clients' needs.This role provides a single point of accountability and problem resolution, proactive management and support, and well-coordinated technical recommendations that delivers outcomes that are optimized to clients' unique needs. It involves monitoring, resolving technical customer inquiries via phone and electronic means, as well as onsite visits. The role requires the engineer to be infinitely client focused and absorbed in applying expertise in a fast-paced heterogeneous operating environment to deliver professional and infrastructure services.The role holder is the primary technical point of contact for the assigned clients and provides advice and assistance to the client in relation to Solutions provided.Working at NTTRequirementsCustomer SatisfactionBeing proactive in communicating any service-related issues with the partner clients Ensure there is proactive service monitoring of all clients' services and identify opportunities to upsell and or cross sell to improve client experience Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Manage, escalate, and drive satisfactory resolution of customers' technical support, service and infrastructure issues based on Internet Solutions services and technology Identify and assess and communicate clients' needs to enhance satisfaction levels Ensure 95% resolution of all customer issues of all SR's while acknowledging the same within 15 minutes Ensure 90% of all incidents reported by the customer are resolved within 3 hours and proactively managed.Client Experience & RetentionProvide day to day reports and identify risks for the allocated clients and assist other departments in resolving customer issues to help retain clients Recommend potential services to management by collecting customer information and analyzing customer needs Identify sales opportunities, upsell and cross sell IS products within the existing base by proactive scoping of technical solutions required in order to address customer requirements, assesses customers met and unmet needs, and recommends solutions that optimize value for both the customer and the company. Work closely with the customer retention teams – Solution Architects, Client Success Managers and Project Managers to enhance client experience across all touch points within the Business Effectively builds and maintains relationships and trust in both new and existing accounts. Should process sound business acumen to complement an advanced industry and technical background to derive the most value.Service ImprovementPrepare, recommend, and implement service improvement initiatives for the clients' portfolio Enhance Client Retention through Strategic Client Meetings for assigned accounts each quarter. Identifies, evaluates, and recommends options, implementing if required Document minutes of client meetings, plan on resolution and feedback to clients Attendance of all internal partner service review meetings Improvement of client's solutions, document client setup and quality reporting Organize technical discussion meetings where they share the technology trends and ways of optimizing and improving services.QUALIFICATIONS, SKILLS AND EXPERIENCEDegree in Information Technology or Information Systems or Computer Sciences or Telecommunication, or related discipline Advanced Certification in Cisco, Microsoft Applications, Security and Voice Solutions. Practical experience working with large Enterprise Solutions such as SDWAN, MPLS, Network Security, CISCO, VC, VOIP Between 3-4 years' experience in the IT industry focusing specifically on network infrastructure support and maintenance Customer Service skills and training with excellent oral and written communication skills. Excellent organizational skillsPERSONAL ATTRIBUTESSelf-driven and result oriented Strong customer support and client relation skills Effective communication skills (verbal and written) Strong focus on building relationships (internal and external) Willingness to learn new things and share them with others Team player Confident and decisive Strong Problem solving/analytical skill.PerksWe value our employees at Dimension Data and have designed our business benefits to help promote employee satisfaction and overall wellbeing in the workplace. The wellbeing of our employees is important to us and that's why we offer a range of lifestyle and wellbeing benefits which includes flexibility in the workplace, wellness activities and initiatives, an Employee Assistance Programme and other great lifestyle benefits to keep you engaged and help you thrive at Dimension Data.About Dimension DataDimension Data is a leading African born technology provider and a proud member of the NTT Group, one of the world's leading information communication technology (ICT) companies.At Dimension Data we are pioneers that push the boundaries of what we know and what is possible. We empower our people to deliver client-centric solutions and work together to create new connections, new insight, and new value. By combining our regional experience with NTT's leading global services, we deliver powerful technology solutions and innovations that enable a secure and connected future for our people, clients and communities.Our belief in possibility drives us and our people make it happen. Here you can make a difference, to your clients, colleagues and communities, and your contribution is valued. Here you can belong, in an inclusive and diverse working environment where you are free to be your best self. Here you can own your career in a global company that will give you all you need to accelerate your growth and development. We want to see our people make the most of every opportunity, and together we can achieve the extraordinary.Dimension Data is fully compliant with the Employment Equity laws governing each country it operates in.Dimension Data reserves the right not to make an appointment to the post as advertised.#dimensiondatacareersSkills SummaryCloud Computing, Computer Coding, Continual Improvement Process, Data Analysis, Networking Technologies, Scripting, TroubleshootingWhat will make you a good fit for the role?Workplace type: Hybrid WorkingEqual Opportunity EmployerNTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
