Service Desk/ Professional Service Engineer

Job Category:
LAN/WAN Network Engineer, Technical Support - L 1, 2,3
Job Type:
Permanent
Level of IT Experience:
1-5 Years
Area:
Central Dublin, North Dublin
Location:
Dublin area
Salary Description:
Competitive Salary Offered - Depending on experience
Posted:
20/04/2018
Recruiter:
Enclave Technologies
Job Ref:
Computerjobs

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 to high level 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 and Microsoft Dynamics.

Network Admin

Understand our customer’s ICT infrastructure, business systems, information and security requirements.

• Evaluate network performance, availability & utilisation, implementing alerting, features and reporting in our RMM tool where applicable.

• Maintain network performance by performing network monitoring and analysis, troubleshooting network problems; escalating problems to vendor.

• Secure customers network by ensuring patching and AV standards are in place recommending audits where appropriate. Monitoring via RMM & maintaining documentation.

• Influence user behaviour to reduce security risks providing references and support.

• Perform minor upgrades conferring with vendors; developing, testing, evaluating, and installing enhancements. Refer opportunities for project work to the internal account manager.

• Be cost aware and keep the best interest of the customer in mind always.

• Maintain relevant knowledge levels to ensure modern technology and opportunities can be identified to enhance the customer’s IT operations.

• Protect the organisation by keeping information confidential.

• Accomplish organisational goals by accepting ownership for and accomplishing new and varied requests.

Professional Services

Onsite installation of SonicWall Firewalls and hardening of devices and implementation of security Services

• 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 faultfinding

• Ability to adhere to strict process and procedures

• Not 9 to 5

Technical Skills

• Excellent understanding of switching, firewalls and routing

• Practical understanding of Core TCP/IP networking and networking protocols

• Good understanding of DNS

• Excellent knowledge of Microsoft Windows 2012 and 2016 Server, Active Directory

• Experience with Microsoft Exchange and/ or O365/M365

• Knowledge of network security

Other

• 2 to 3 years’ experience in a diverse technology and customer service-focused role

• Relevant 3rd level qualification desirable

• Clean licence and own transport is required

Benefits

• Salary depending on experience

• Private Health

• Expenses including mileage

Contact Details:
Enclave Technologies
Tel: 01 424 2222
Contact: Ray Hearne

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