If you are a driven and skilled IT professional, with a strong customer focus and experience working on projects, this is a superb opportunity to upgrade your knowledge and make use of your skills in a multitude of environments. Please note that a Full Driving Licence is required for this position Role Info: Level 2 IT Support Engineer Dublin, Ireland 2-3 Days After Training / Hybrid Working / Field Visits €35,000 - €45,000 Plus Bonus & Benefits Including a Pension Scheme, Company Events, Education Reimbursement and More Hours: Monday - Friday, 08.30 - 17.30 Culture: Human First, Tech Second Awards: IT Support company of the year at The CIO & IT Awards 2023 Company: Managed IT Support Consultancy We offer excellent development opportunities, while working alongside a team of brilliant and tech-savvy professionals. This is a semi-field role, as you will be required to travel to our client s sites around Ireland and abroad. A full-clean driving licence is essential. Who we are: Founded in 2007, we deliver bespoke IT Services from concept to delivery to support for our clients based in Ireland, UK and Europe. From Managed Services, Virtualisation, Networking, Backup, DR to procurement, our highly skilled team ensures a Personal and Proactive service. We deliver IT Support via our Managed Helpdesk and "NOC" Services from our central Dublin and London Offices and our professional services either on-site directly collaborating with your team or remotely from our offices Our clients' industries range from Global Pharmaceutical and Technology to State Agencies to Professional Services, Sports and Hospitality. The Level 2 IT Support Engineer Role: + Act as a second line escalation point for service team members + Manage a queue of varied customer tickets, bringing each to a mutually satisfactory resolution, which can also include utilising other departments or tiers of support + Ensure tickets are resolved within the required KPI/SLA + Adapt to the technical level of the customer, to best facilitate effective communication of solutions or guidance in ongoing troubleshooting + Be flexible, adaptive, and able to follow and contribute to potential directional changes + Exceed customer satisfaction, phone, productivity, and other individual and team targets + Continuous process improvement, updating documentation on process and procedures and introducing innovative ideas to improve service and efficiency + Ability to compile and present reports to management detailing KPI figures + Occasionally provide skilled front-line phone, e-mail and chat support to business customers + Where required, travel to site for the purpose of deployment of projects and if on-site resolution of technical issues is necessary Someone that fits our culture would be: + Relentlessly seeking your passion + Dedicated to caring for others + Eager to learn and loves teamwork Do you tick most of the below boxes? If so, we want to hear from you! + Ticketing system/RMM system experience + Windows server installation (from scratch) + Support experience both in the field and on-site + Windows server migrations + GPO/AD management + Domain migrations + Firewall installations + Layer 3 switches and VLAN knowledge + Virtualization/VMWare/HyperV skills + BCDR installation + Cloud skills (Azure is an advantage) + Office 365 Migrations + ConnectWise/Labtech (a huge plus!) + Previous experience working in an MSP (an advantage) + Higher Diploma/Certification (Network+, Security+, AZ-104,CCNA) is desirable, but not necessary if you know your stuff! We offer: + Competitive salary + Working from home + Company events & social hours + Education reimbursement + Bonus scheme Interested? Apply here for a fast-track path to the Hiring Manager Your Experience / Background / Previous Roles May Include: Desktop Support Technician, Technical Support Technician, IT Helpdesk Analyst, IT Support Technician, Systems Support, IT Service Desk Technician, Desktop Engineer, Technical Support Engineer, IT Operations, IT Support, MSP. Application notice We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you may be contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details. If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR
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