Overall Purpose of Job
The primary purpose of this role is
- Provision of Level 2 support to the Service Desk.
- Monitoring, maintaining, and repairing of ICT solutions.
- Project delivery on a wide variety of ICT or business lead initiatives.
Liasion
This role reports to the Infrastructure and Operations Manager but will also need to develop and maintain close and effective working relationships with:
- Other ICT Engineers and Service Desk employees.
- Wider IWA staff for issue resolution and project delivery.
- External vendors, contractors, and technology partners.
Main Duties and Responsibilities
The ICT Engineer Level 2 duties include but are not limited to:
- Install and configure hardware and software.
- Point of escalation for Level 1 engineers, working with the support team to ensure all issues are resolved quickly and efficiently.
- Resolve Tier 2 support tickets in accordance with SLA guidelines.
- Record, track, and document the help desk request problem solving process including actions taken through to the final resolution.
- Respond in a timely manner to requests and issues.
- Repair and replace equipment as needed.
- Provide onsite and remote support to end users.
- Assist new hire training for basic IT needs.
- Major incident response.
- Research, setup, and test new technology.
- Create knowledge articles for the ICT team and documentation for staff for training purposes.
- Be the knowledge base for our key solutions (see knowledge areas below)
- Work with the Security Function as needed on system configuration, incident response, and investigation.
- Responsible for providing technical services (Tech Lead) and support for a variety of projects both ICT and wider business projects.
- Own and run ICT technology projects.
- Travel as required to IWA site locations around the country
- Assist with any other responsibilities or tasks as determined by the Infrastructure and Operations Manager or their nominee.
Knowledge Areas
Microsoft Dynamics CRM
Database Administration
Microsoft InTune (MDM)
Web Development/CSS Sharepoint
Telephony
Virtualization
Network Architecture/Infrastructure
WAN Infrastructure
Cloud Infrastructure
Other solutions as our services evolve
PERSON SPECIFICATION
Training, Experience and Qualifications
- Holds a formal ICT qualification (QQI Level 6 or above or holds appropriate equivalent technical certifications).
- Certifications in Microsoft, Virtualization, Cloud or Network Infrastructure would be a huge plus
- Experience in virtualization and handling of virtual machines.
- Experience in implementing and troubleshooting wired and wireless network infrastructure.
- Experience in WAN infrastructure (firewall, router, VPN, routing protocols etc.)
- Microsoft cloud platform experience (PaaS, IaaS, etc.)
- Windows Desktop and Server operating systems competency
- Driving License and own car
- A minimum of 3 years of experience in both remote and on-site support.
- Good communication skills and supervisory experience.
Knowledge and Skills
The ideal candidate would have
- Systems administration experience in planning and supporting the deployment of various Microsoft enterprise technologies such as Active Directory, Microsoft 365, Microsoft Azure, Microsoft Intune, Windows 10/11, Windows Server Administration.
- A proven history of being able to troubleshoot and resolve technical issues across varying infrastructure and services.
- Excellent problem-solving and social skills
- Ability to provide step-by-step technical help, both written and verbal.
- Have a good understanding of networks, network principles and IT industry processes and procedures.
- In-depth knowledge of Cloud and Virtualization Technologies.
- Working with 3rd level support on projects.
Competencies
- Focus on quality in service delivery and process improvement.
- Communicating (verbal and written) & influencing.
- Motivating, developing & empowering
- Adaptability, drive & resilience.
- Attention to detail
- Accountability
Remuneration & Benefits
- Salary range €29,821 to €45,074 DOE
- 25 days holidays pro-rated
- Training and Development
- Bike to Work scheme
- Tax saver travel tickets
- Employee Assisted Service
This job description is a guide to the general range of duties and is not intended to be either restrictive or definitive and may be subject to periodic review.
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