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Level 3 Support Engineer

Job Category:
LAN/WAN Network Engineer, Technical Support - L 1, 2,3
Job Type:
Permanent
Level of IT Experience:
1-5 Years
Area:
Central Dublin, South Dublin, North Dublin
Location:
Dublin 8 office with some remote work
Salary Description:
Competitive Salary offered for successful candidate
Posted:
30/06/2021
Recruiter:
Talent Partners
Job Ref:
TP1003

Talent Partners are currently working a Level 3 Support Engineer for an IT Managed Services Client company in Dublin.

Role Overview

  • Manage all Incidents and service requests requiring 3rd level support within SLA
  • Log Incidents and Requests accurately in the PSA Tool.
  • 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.
  • 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.
  • 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

Candidate Profile:

  • 3+ 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 are required
  • Previous role / experience working as part of a team

Technical Skills :

  • M365 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 apply for this great role please click here – http://jobs.mrinetwork.com/iLi7MX

For more information on this fantastic opportunity, contact the Talent Partners team today.

Contact Details:
Talent Partners
Tel: 01 6873746
Contact: Stephen Kennedy

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