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Technical Support Technician Level 3

Job Category:
LAN/WAN Network Engineer, Technical Support - L 1, 2,3
Job Type:
Permanent
Level of IT Experience:
5-10 Years
Area:
Central Dublin
Location:
Unspecified
Salary:
€50,000 to €60,000 per annum
Posted:
08/06/2021
Recruiter:
CCI Recruitment
Job Ref:

Technical Support Technician Level 3 

Salary €50,000 -€60,000 DOE, excellent career progression and on-going training provided.

Our client, a leading IT Solutions provider to SME and Enterprise customers are looking to recruit a Technical Support Engineer Level 3 

 Responsibilities:

 -        Manage all Incidents and service requests requiring 3rd level support within SLA

-        Log Incidents and Requests accurately in the PSA Tool (Autotask)

-        Resolve technical problems with software applications or network systems

-        Provide advice and guidance to Service Desk Support Staff

-        Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask)

-        Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards

-        Escalate incidents to higher level when unable to resolve

-        Create new/update existing Knowledge Articles within documentation platform (ITGlue)

-        Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk

-        Always consider the experience of the end user and strive to make every contact with the Service Desk a positive experience in as far possible

-        Must be a self-starter capable of working on one’s own initiative.

-        Working as part of a team, to drive service and support excellence

  Requirements:

 -        2+ years in a similar role

-        Excellent Trouble Shooting skills and must be able to demonstrate by way of example

-        Fluent English and excellent written, verbal communication skills with attention to detail

-        Able to think through, communicate and present information effectively to all levels within the organisation.

-        A flexible, can-do attitude

-        Customer facing role and the individual must be customer centric

-        IT qualification Diploma/Degree

-        MCP qualifications desirable

-        Previous experience working as part of a team

  Technical Skills:

-        Microsoft 365 experience essential

-        Advanced troubleshooting and problem solving skills

-        Technical Documentation experience

-        Experience using Remote Monitoring and Management tools

-        Active Directory Administration

-        Office 365 Administration

-        Networking skills to include router and switches

-        Excellent Server skills

-        Firewall Technology

-        Trouble shooting of Backup Issues

To be considered for this position applicants must be eligible to work and reside in Ireland (holder of an EC Passport or a Current Stamp 4 Visa).

 

Contact Details:
CCI Recruitment
Tel: 01 6761299
Contact: Geraldine Jordan

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