Infinite Technology is a Service Focused Solution Provider – we have been delivering quality services to Irish SMEs since 1995 through our highly skilled and personable staff. 

We are seeking to add an experienced IT Engineer to our workforce who will be principally responsible for providing technical support to our customer base through a combination of onsite placement, field support and remote helpdesk support.

We require a dedicated, intelligent, hardworking and focused individual with at least 3 years experience of customer-facing support roles. Either working alone or as part of a small support team, you should be prepared for the challenges of working for a dedicated MSP which may include providing out-of-hours support at short notice, managing multiple support issues with conflicting deadlines, handling escalation of complex or difficult IT problems from junior engineers and ensuring that all support tasks are completed within SLA..

You should also preferably have previous experience of onsite and/or field support, a significant level of Industry Standard Certification (preferably MCSE or equivalent) and an attitude that no job is too big or too small as long as the end result is a delighted customer.

Job Description                  IT Engineer

Reporting To                      Service Manager

Primary Objective

Provide Level 2/3 support for all IT-related issues of our SME business customer base, through a variety of onsite placement, field support and remote helpdesk support, working as part of a small team.

 Responsibilities

• Day-to-day support of our customers’ IT needs, from level 1 desktop issues to level 3 server and network outages.  c. 2000 users and 350 servers
• Provide support via onsite placement, field service or remote helpdesk support as required.
• Mentoring of junior engineers including managing escalated issues.
• Work to meet SLAs
• Deal with third-party vendors to resolve issues where necessary
•  Liaise regularly with the service manager to report on support issues
•  Build long-term relationships with key customers
•  Provide pre-sales consultation to sales staff and/or customers

Skills / Experience Required

•  Minimum 3-4 years relevant experience, including field and remote support
•  3rd level degree in computer science or technical discipline
•  Industry certifications such as MCSA, MCSE, CCNA
•  Excellent knowledge of the following a requirement:
•  Microsoft desktop (XP/7) and server (2003/2008/2012) operating systems
•  Microsoft Exchange 2003/2007/2010/2013
•  Office 365
•  Microsoft Office 2007/2010/2013
•  Active Directory
•  Virtualisation (HyperV and/or VMWare)
•  TCP/IP, DNS, routing, NAT, firewalls, VPNs and general SMTP/email operation
•  General backup software operation (e.g. BackupExec, Offsite, ArcServe)
•  PC and server hardware support
• Detailed knowledge of the following a major bonus:
• Anti-spam software technologies (MailMarshal, MXSweep etc.)
•  Microsoft ActiveSync, IIS, SSL certs
•  Domain hosting/registration principles
•  Anti-virus software (Sophos, McAfee or equivalent).

Key Personal Attributes

•  Excellent communication skills, both written and oral
•  Excellent customer service skills
•  Ability to problem solve, see issues through to their resolution and work to prevent re-occurrence
•  Attention to detail
•  Avid interest in technology
•  Enthusiasm for working in a small company environment where everybody needs to ‘dig in’ but exposure to new areas and technologies is constant