Expires soon Dxc Technology

3rd Line Vantage On Site Engineer

  • Hook (Hampshire)
  • Infra / Networks / Telecom

Job description


·  Job Description:

DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s extensive partner alliance and independent status allows us to build strong vendor relationships.

The DGS 3rd Line Vantage On-Site Engineer is required to perform 3rd Line Support activities, incident resolution and to provide 3rd line representation at support related meetings.The DGS 3rd Line Vantage OSE handles all aspects of 3rd Line support with the DGS Vantage System Manager (VSM) via telephone and E-mail. 

Responsible for managing their own time, attendance and punctuality, and for ensuring they are familiar with the current procedures and navigation of the systems deployed.  The DGS 3rd Line Vantage OSE will contribute to the delivery of Vantage’s contractual obligations, including the achievement of Service Levels/ KPI’s ref 2.The DGS 3rd Line Vantage OSE will be expected to convey a professional image of the DGS Project and Vantage at all times. 

The OSE is expected to act with integrity at all times and command the respect of their peers and customers, contributing to the creation of a successful business environment.

Roles and Responsibilities

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Reporting directly to the DGS Operations Manager the DGS 3rd Line Vantage OSE receives all service calls (3rd line) from the onsite VSM and creates new Incidents in the project’s Service Management Toolset.

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Responsible for the technical investigations and other engineering activities undertaken by the support team. This includes the use of best practice, adherence to project instructions, and compliance with system security requirements.

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Working closely with the VSM and Envitia, the DGS 3rd Line Vantage OSE will either accept or advise other disposal routes for support calls received by the VSM and Envitia.

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In the absence of the DGS Operations Manager it is the DGS 3rd Line Vantage OSE’s responsibility that only incidents adhering to the acceptance criteria and incident logging criteria are passed into Vantage ownership.  Incidents failing these criteria are to be passed back to the VSM until these criteria are met.

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Responsible for incident management on logged incidents.  The DGS 3rd Line Vantage OSE performs incident management in line with ref 1 and 2, as per service stability (KPI-01), functional stability (KPI-02), priority incident resolution times (KPI-03, 04, 05), and service availability (KPI-6). 

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Ensuring the required incident escalations and incident timing status’ are instigated.

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OSE is the Single Point of Contact for the VSM and utilising project services accepted within support.  If the VSM is unable to resolve the users Incident at first point of contact they reassign the logged Incident with the support queue of the DGS 3rd Line Vantage OSE.  Every Incident is required to be logged within MS SCSM12 required to retrieve the ‘full’ information from the corresponding client incident on the Client Service Management Team (SMT).

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Daily contact with the VSM is needed to ensure SCSM Incidents are up to date with the latest information populated within the respective Incidents and to ensure any telephone/email communication made is actioned and managed.

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The DGS 3rd Line Vantage OSE operational hours are 09:00 – 17:00 Monday to Friday with the exception of Bank/Public Holidays. 

Required Skills and Competencies

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Excellent customer facing skills

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Excellent communicator

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Peer management skills

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Previous 3rd line engineer / Working in a customer facing environment

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ArcSight Logger v6.x

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MS HyperV technologies

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System Center Operation Manager (SCOM)

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System Center Configuration Manager (SCCM)

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System Center Service Manager (SCSM)

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System Center Orchestrator (SCORCH)

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IMC

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HP Protect Tools

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EPO

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Data Protection Manager (DPM)

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F5 Networks (GTM, LTM, APM)

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HP Switches (Aruba, 5900, 5130)

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Firewalls (Fortigate, Juniper)

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Cisco Certified Network Associate (CCNA)

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UNIX Fundamentals (Red Hat Linux)

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MS W2k12R2 Administration

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Other MS Operating System i.e. MS Windows 7 Client

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Local Area Network Administration        

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PC Troubleshooting

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Basic Web Techniques

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Apache Web Server

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MS Office Applications

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MS Active Directory

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GPO Objects

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MS SQL Database Management

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Representation of Account or Project at Operational Meetings

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Technical Representation at Vendor meetings/calls

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DGS System Architecture

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DGS Backup and Restore Techniques

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DGS Security Implementation