Dimension Data MS Engineer L2 Jobs in Durban, South Africa

Dimension Data MS Engineer L2 Jobs in Durban, South Africa


MS Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the MS Engineer (L2) is able to restore service to clients.

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 MS Engineer (L2) focuses on second-line support for incidents and requests with a medium level of complexity.


  • Provide second level support to all incidents, requests and identify the root cause of incidents and problems

  • Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA

  • Update tickets with resolution tasks performed

  • Strong customer service orientated and excellent interpersonal skills

  • Attend and resolves incidents and client requests logged in the call management system

  • Proactively monitors the work queues

  • Take ownership of customer issues of Tier 2 level and see problems through to resolution

  • Working from the client site supporting end users locally and remotely

  • Coordinate and work closely with the internal and client teams

  • Ability to communicate and work across different cultures and social groups

  • Ability to plan activities and projects well in advance, and considers possible changing circumstances

  • Ability to maintain a positive outlook at work and the ability to work in a pressurised environment

  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

  • Ability to place clients at the forefront of all interactions,
    understanding their requirements, and creating a positive client experience throughout the total client journey

  • Microsoft operating system, software support & Hardware support

  • Troubleshooting complex hardware and software issues

  • Troubleshooting networking and connection issues

  • Keeping Standard Operating Procedures current

  • Plan and execute approved maintenance activities

  • Identify problems and errors before they impact a client’s service

  • Coach Service Desk and L1 teams for technical and behavioral skills

  • Service improvements to reduce turnaround time and increase efficiencies

  • Staying abreast of technology, with self-study training, certification and upskill in Microsoft technologies.


  • Microsoft Desktop Operating Systems experience – Windows 10 and Windows 11

  • MS-Office versions (Office 2010, 2013, 2016, and O365)

  • Computer hardware and software troubleshooting skills

  • Effective Management of IT hardware and IT environment

  • Good Telephonic user support, fast thinker, and good communication skills.

  • Good PC imaging and build skills

  • Moderate years of relevant managed services experience


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

  • 3 to 5 years of experience in a similar role
    A+, N+ certifications

  • ITIL Foundation advantageous

    How to Apply

    For more information and job application details, see; Dimension Data MS Engineer L2 Jobs in Durban, South Africa

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