IT Service Desk / Professional Services Engineer

Enclave Technologies is experiencing rapid growth in the Managed IT space and currently has a Service Desk/ Professional Service Engineer vacancy for a switched on, high energy self starter who is results driven with exceptional customer services skills.

We require a logical thinker with a positive work attitude and ethic; someone who works hard on a team but can use their own initiative and takes ownership and delivers results.  This position will be best suited to a knowledge hungry individual who is keen to work with an outstanding technical team.

Roles and responsibilities

Service Desk

• Identifying, troubleshooting and resolving client-side technical problems of moderate complexity.
• Resolve solutions outside of comfort zone using online resources and team lead assistance. 
• Contribute technical content and departmental procedures to the Service Desk knowledge base.
• Trouble shooting Hardware, Software, Networking, DNS, Virtualisation, Office 365. SharePoint, Microsoft Dynamics CRM, Sage 50 issues.

Professional Services

• In house and onsite configuration and installation of HP PC and Laptops
• Onsite installation of SonicWall Firewalls and hardening of devices and implementation of security Services
• Deployment of McAfee AV solutions
• Set up and configuration of HP ProLiant servers     
• Hyper V virtualisation
• Microsoft Office 365 solutions
• Microsoft Enterprise Mobility and Security deployment     
• Microsoft OneDrive and SharePoint implementations

Overall

• Participate in process improvement opportunities.
• Deliver customer satisfaction by providing a professional service and swift and accurate resolution to all customer issues via remote sessions or onsite
• Participate in rotating "on call" schedule with other members of the team.

Character

• Well-groomed, neat appearance
• Extraordinary interpersonal skills
• Ability to "read" the customer and modify behaviour/approach
• Must have excellent communication and customer service skills
• Logical thinker with excellent problem solving skills
• Adaptive to change and able to manage stress
• Able to multi-task across several open cases and manage and prioritise own time
• Innate aptitude for troubleshooting and fault-finding
• Ability to adhere to strict process and procedures
• Not 9 to 5

Technical Skills   - level of skills taken into account based on experience

• An understanding of switching, firewalls and routing
• Reasonable server side hardware and software experience
• Practical understanding of Core TCP/IP networking and networking protocols
• Understanding of DNS
• Some LAN/WAN Networking experience
• Knowledge of Microsoft Windows 2008, 2012 Server, Active Directory
• Experience with Microsoft Exchange/ O365
• General knowledge of wireless networking and network security
• Experience in building PC’s from OS up.
• Solid knowledge and demonstrated experience using desktop products, operating systems (Win 7, Win 10) and printing

Other

• 1 to 2 years’ experience in a diverse technology and customer service-focused role 
• Clean licence

Salary/package

• Salary up to 35K depending on experience
• Expenses
• PRSA Contribution
• Laptop
• Private Health Insurance
• Personal Development Plan

 Please Note the following: