Innovate is one of the fastest growing technology companies in Ireland, applying market leading technology implementation while connecting business customers at an exponential rate across Ireland and the UK.

Innovate’s brand values are Customer Service and Innovation. The customer and our people are the two most important stakeholders to our organisation. Innovate continues to grow by adding ambitious, talented people to the team.

Due to our continued expansion we are now recruiting experienced support engineers to join our technical teams in both our Sandyford and Gorey offices. We require candidates who can work on their own initiative but can also integrate well into a team. Candidates should have a keen interest in keeping up to date with the latest advancements in technology and also in progressing their certification.

Duties Include

·         Provide support to our existing customer base both remotely and on-site as required by scheduled tickets being assigned to you.

·         Ensure that customer expectations are met or exceeded.

·         Acknowledge and provide support for new calls in ConnectWise system

·         Work on scheduled calls as assigned by the support team lead in time allocated.

·         Provide call back support for overflow calls during busy periods.

·         Perform on site hardware installations for existing and new customers.

·         Perform on site system health checks and new site survey’s when scheduled.

·         Provide pre-sales information to sales team members on product technical specifications.

·         Assist in the maintenance of the RMA process with suppliers and vendors.

Responsibilities :

·         Show an ability to quickly learn new technologies.

·         Have experience of working under pressure and good problem solving skills.

·         Participate in project work as assigned by  management.

·         Become proficient in the use of the ConnectWise PSA system.

·         Reviewing and acknowledge new calls in the ConnectWise Service Desk.

·         Update and maintain all customer site documentation and configuration information in ConnectWise.

·         Maintain the ConnectWise customer information database with all customer site documentation.

·         Assist in keeping the NOC clean and ensuring all hardware is stored away.

·         Be professional, polite, courteous and clear when dealing with customers via telephone and email.

·         Through education and examinations become a more valued team member with a broader range of skills.

Knowledge Base :

·         Minimum of three years’ experience working in similar role.

·         Strong technical knowledge of server hardware, Microsoft Server operating systems

·         MCSA certification and CCNA certification a distinct advantage

·         Knowledge of Microsoft operating systems (desktop and servers) and related applications (Exchange, RDS, SQL, AD, SCCM).

·         Knowledge of virtualization platforms.