itContracting are seeking to recruit a Escalations Engineer Level 3 for our client based in Waterford (hybrid)
Reporting To: Service Delivery M anager
Location: Waterford (Head Office)
The Level 3 Escalations Engineer will be the escalation point for all L3 technical escalations and ensuring all escalations are dealt with in a timely manner and to the client’s satisfaction.
Key Tasks and ResponsibilitiesAs a Level 3 Escalations Engineer, your duties will include:
- Level 3 technical escalation point for the help desk team
- Train and upskill the help desk team
- Feed into the training team to ensure documentation is in place and updated as required
- Identify repeat technical issues and propose and implement solutions
- Identify and implements technical systems/tools that will lead to greater efficiencies
- Remote technical assessment of potential clients IT infrastructure and preparing a technical assessment for the sales account manager with observations and recommendations
- Technical supporting for the Telecoms team including overall input into systems issues, deployment methods, infrastructure improvements, etc.
- Support the helpdesk as required
- Adhoc projects that may be assigned from time to time
Essential Requirements
- 3rd level degree qualification with MCSE and or equivalent
- Minimum of 7 years relevant technical experience
Essential Technical Competencies
- Detailed understanding and troubleshooting experience in a virtual server environments server 2012 / 2016 (Hyper V)
- Firewalls support experience – VPN’s
- AD and DC troubleshooting experience
- Experience with Cloud server and Hosted Server environment
- Clustered Server configuration experience
- Exchange and office 365 Migrating and level 3 support experience
- LAN / WAN IP routing design and support
- Server backup Software management
- PowerShell scripting
- Configuring and managing RMM and Microsoft Systems center
- Building and configuring Server hardware – including RAID configuration
Desired requirements
- Prior experience in the SME sector
- Field service engineer experience
Competencies Required
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- Customer Service – Putting the customer at the heart of all decision making ensuring quality care is always a priority
- Planning and Organisational Skills – The individual must have the ability to effectively plan, organise and prioritise tasks to ensure deadlines are achieved
- Attention to detail – continually checking work to ensure delivery of the highest quality
- Communications Skills – Strong written and verbal communication skills are essential to enable the individual to effectively communicate with all stakeholders
- Teamwork – The ability to work as part of a team
Candidates must be eligible to work in Ireland or currently hold a Stamp 1G/4 Visa to apply.
If you are interested in applying for this role, please do so via the relevant link. If you would like to discuss this role in confidence, please contact Holly Grant directly via LinkedIn or email holly.grant@itcontracting.ie
eir evo, itContracting and our clients are equal opportunity employers who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir evo / itContracting apply all relevant Data Protection laws when processing your Personal Data.
If you choose to apply to this opportunity and share your CV or other personal information with eir evo / itContracting, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir evo / itContracting.
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