Landmark

Level 3 Service Desk Engineer

Landmark Technologies, a leading Managed Service Provider delivering IT services and solutions throughout Ireland. Due to sustained growth, we have an immediate requirement for an energetic, experienced Service Desk Engineer to join our busy service desk.

The candidate will have a focus on continually improving themselves while working as part of the team. The successful candidate will have a least 3 years’ experience in a similar role, delivering quality solutions and services to business clients. They will need to be commercially focused and have a very strong focus on customer care, attention to detail, a sense of pride in their work, be ambitious, driven and show initiative. An ability to deal with the challenges, issues and demands that present themselves in a Service Desk role.

The candidate must have a natural interest and aptitude for new technology. The candidate must also possess excellent communication skills, both spoken and written. Fluent English is a requirement. A person who can operate effectively, organise efficiently and prioritise and function under pressure as part of a team and is not afraid to take on any task required.

Service Desk Values

·         Team player with a strong collaborative spirit

·         Communicates promptly and articulately both verbally and written

·         Customer centric focused

·         Improvement minded both individually and for the company

·         Process driven who likes documentation and knowledge transfer 

Role

·         Level 3 Service Desk Engineer

·         Taking escalations from Level 1 and 2

·         Takes ownership of Problem tickets and escalations to ensure successful resolution

·         Provide outstanding, telephone technical support to our clients

·         Ensure high customer satisfaction at all times 

·         Maintain the excellent customer centric focus in place currently

·         Organise, Prioritise & Communicate with clients

·         Ensure that all SLAs between Landmark and the client are adhered to at all times

·         Must possess excellent problem analysis & troubleshooting skills 

Experience

·         3+ Years’ experience on a MSP service desk

·         Expert Knowledge of Microsoft Server 2003/2008/2012

·         Expert Knowledge of Windows 7/8/10

·         Expert Knowledge of Networking Knowledge Firewalls/Switching/Wireless/VPNs

·         Expert Knowledge of Backup and Recovery Solutions

·         Expert Knowledge of Office365 and Hosted Exchange

·         Experience in handling escalations from L1 and L2

·         Printer troubleshooting

·         Third Party Vendor Management

Education

·         Degree in computer science or equivalent an advantage

·         Microsoft Certified MCSA/MCSE

·         Other industry and professional certifications

·         Fluent English with excellent verbal and written communication