Level 3 Service Desk Engineer (MDM)

Job Category:
LAN/WAN Network Engineer, Technical Support - L 1, 2,3, Cyber Security
Job Type:
Permanent
Level of IT Experience:
5-10 Years
Area:
South Dublin
Location:
Remote Initially then Hybrid Model (3 Days from home/ 2 in Office)
Salary:
€50,000 to €60,000 per annum
Posted:
12/10/2021
Recruiter:
TalentScope Recruitment Solutions
Job Ref:
TS13696

TalentScope Recruitment Solutions, on behalf of our client in Dublin, is hiring for a Level 3 Service Desk Role for escalated IT issues.

 

The ideal candidate will be an individual who has worked previously as a systems administrator or security administrator or have supported MDM Systems for a number of years.  Experience in the following systems (one of the below) is essential. Multiple client experience is essential (ie Managed Services Environment expertise)

  • Vmware WorkSpaceOne (preferred)
  • IBM MaaS360
  • Microsoft Intune/EM+S

  Responsibilities

·         Deliver customer focused service that is of the highest standards

·         Be accountable for tickets entering the Level 3 service desk and bring them to resolution

·         Own the communication process with the end customer

·         Liaise with product vendors on escalations

·         Work to deliver SLAs

·         Maintain and support data centre components for hosted customers

·         Maintain and support data centre backups

·         Ensure health of data centre components along with the CTO and make recommendations on improvements as required

·         Support internal IT systems when escalated from Level 2

·         Process assigned change management tasks scheduled by the operations manager

·         Process assigned Managed Service tasks as defined in a customer’s service charter

·         Work on assigned Internal IT support tasks and project

·         Liaise with Service Operations Manager to report on developing service issues

·         Work with peers and Customer Success Manager to resolve any at risk customer issues to prevent a customer from churning.

·         Provide expert product knowledge and best practices recommendations to customers

·         Test and explore new features in existing unified end point management products

·         Mentor Level 2 support engineers for their pathway to progression

·         Create knowledge articles for the internal knowledge base

·         Constant self-improvement through experience, training and certification

 

·         Minimum 5-6 years relevant experience, preferably a mix of security, support and systems integration

·         3rd level qualification in computer science or technical discipline

·         Experience with Mobile Operating systems such as iOS and Android

·         Industry qualifications such as CCNA, MCITP:Enterprise Messaging

·         Strong knowledge of:

o    Underlying technologies that support unified end point management products

o    Microsoft Exchange current versions

o    Active Directory and Azure AD

o    Office365

    Client certificate authentication, Kerberos Constrained Delegation, SCEP

o    Linux or Cisco command line interaction

o    Cisco, Juniper & CheckPoint firewall configuration

o    Windows 10 management via UEM’s

To apply, simply email your CV to us at apply@talentscope.ie. Please note if you do have have the essential skills outlined, we will not be in a position to contact you about this role. If there are other positions however that you may be more suited to, we will be in touch.

 

TalentScope Recruitment Solutions are a leading provider of IT Recruitment Solutions for mid-senior level roles. Please be advised you will receive an automated response to acknowledge receipt of your application.

By sending us your CV, you are accepting that your details will be stored on our systems for current/future use. No personal information will ever be shared with a third party, except where you give us your permission to send your CV to a specific client upon your agreement.

Should this position not be specifically what you are seeking, we are hiring for numerous positions currently so please get in touch with us as we may have other roles that would be relevant. apply@talentscope.ie

 

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Contact Details:
TalentScope Recruitment Solutions
Tel: 087 2344753
Contact: TalentScope

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