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.

THE FIELD SERVICE ENGINEER WITHIN INNOVATE/THE PURPOSE OF THE ROLE:

•       Provide support to our existing customer base on site as required by scheduled tickets

•       Provide support for customers who have scheduled on-site days

•       Carry out hardware installations on customer sites. 

•       Ensure that customer expectations are met or exceeded 

•       Answer incoming support calls and log all tickets in the ConnectWise system 

•       Acknowledge and second level support for new calls in ConnectWise 

•       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

•       Work on helpdesk tickets remotely from the Innovate Office when required

KEY RESPONSIBILITIES:

•       Escalate calls to other Engineers where appropriate 

•       Carry out remedial work on logged tickets as instructed by other helpdesk engineers 

•       Assist in the receipt and checking of incoming deliveries 

•       Assist in the maintenance of the RMA process with suppliers and vendors 

•       Assist in the maintenance of Internal IT  Systems 

•       Troubleshoot and escalate where necessary all tickets generated as a result of failed backups 

•       Familiarise yourself and become proficient in the use of the ConnectWise PSA system   

•       Update and maintain all customer site documentation and configuration information in ConnectWise 

•       Maintain the ConnectWise customer information database  

•       Familiarise yourself with all customer site documentation  

•       Encourage all existing customers to log calls via the support email address  

 Competencies (Technical and Behavioural)

Technical        

•       Minimum of three years’ experience working in similar role 

•       Strong technical knowledge of server hardware, Microsoft Server operating systems and Virtualisation

•       MCSA certification and CCNA certification a distinct advantage

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

•       Knowledge of Hyper-V or competing virtualization platform